Complaint Procedure


Stage 1

In the first instance, if you are unable to resolve the issue informally, you should e-mail us via the website, so that we have a chance to put things right. If your complaint concerns an internal staff member, you should write formally to the individual concerned. In your e-mail letter, you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged within 4 working days of receipt. You should get a response and an explanation within 15 working days.

Our contact details can be found on the Contact Us part of the Website.

Stage 2

If you are not satisfied with the initial response to the complaint then you can request that your e-mail letter be escalated, and ask for your complaint and the response to be reviewed. You can expect someone from our Leadership Team to acknowledge your request within 4 working days of receipt and a response within 15 workings days.

Our aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Final Stage

If you are not satisfied with the subsequent reply from the Leadership Team, then you have the option of e-mailing the Chief Executive Officer, stating the reason why you are dissatisfied with the outcome. We will provide the contact details at that time. You must do this within 10 days of receiving the e-mail response from the Leadership Team.

The Chief Executive Officer will respond normally within 10 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.

Note. If your original complaint was against the Chief Executive Officer, then the final stage will be handled by the Board.

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