Complaints

We are committed to providing you with a unique and professional service. We understand that sometimes things can go wrong. If this happens, we would like you to tell us in order for us to put things right for you. By doing this, we can ensure we review where we went wrong to guarantee this issue does not happen again.

We have a 4-step procedure:

1

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We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

2

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We will then investigate your complaint. This will normally be carried out by the Regional Manager responsible for your development. As part of this investigation, they will speak to any parties involved in the complaint. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

3

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If at this stage you are still not satisfied, you should contact us again explaining why you remain dissatisfied and we will arrange for a separate review to take place. This secondary review will usually be carried out by our Customer Service Manager.

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We will write to you within 15 working days of receiving your request for a review, detailing our final viewpoint on the matter.

We are committed to providing you with a unique and professional service. We understand that sometimes things can go wrong. If this happens, we would like you to tell us in order for us to put things right for you. By doing this, we can ensure we review where we went wrong to guarantee this issue does not happen again.