We take all complaints very seriously, and we are committed to resolving any issues or concerns raised by our clients or stakeholders as quickly and effectively as possible.
If a client has a complaint or concern about our services or processes, they can contact our customer service team via email to make a complaint. Our team will listen carefully to the client’s concerns, and work with them to address the issue as quickly and fairly as possible.
We aim to resolve all complaints within 14 working days of receipt, and we will keep the client informed of the progress of their complaint throughout the process. If the complaint is particularly complex or requires further investigation, we may take longer to resolve it, but we will keep the client informed of any delays and the expected timeframe for resolution.
If the client is not satisfied with the outcome of their complaint, they can request a review of the decision by a senior member of staff, who will undertake a fresh review of the complaint and provide a final decision.
We take all complaints seriously and are committed to providing a fair and transparent complaints process that helps us to continuously improve our services and processes.
If you wish to raise a concern, you can email us directly or use our contact form.