Complaints Handling Policy

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Our complaints policy

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We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please write to us with the details using the email or postal address above. It is important that we receive your complaint in writing so we can understand exactly what has gone wrong.

What will happen next?

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1. Within 3 working days: We will send you an initial letter or email acknowledging receipt of your complaint, enclosing a copy of this procedure if you have not already been sent one. We will then investigate your complaint.

2. Within 10 working days of our initial letter: If you wish, we will arrange a meeting to discuss and hopefully resolve your complaint. If you prefer, this meeting can take place over the telephone.

3. Within 3 working days of our meeting: We will write to you to confirm what took place and any solutions we have agreed with you.

4. Within 15 working days of our initial letter: If you do not want a meeting, or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter.

5. At this stage, if you are still not satisfied, you should contact us again and we will pass the details to Trusted Trader to attempt to resolve the complaint.

6. If the complaint cannot be resolved at this stage, we will write to you confirming our final position. You may then take the matter to the Trusted Trader scheme’s Alternative Dispute Resolution service, details of which will be in our final letter.

7. We will do our utmost to keep to the timescales set out above. However, if we have to change any of these timescales, we will let you know and explain the reason why.