COMPLAINTS & COMPLIMENTS

We believe that complaints and compliments are a valuable indicator of quality of Service and an opportunity to refine our performance. 

We assure all Clients that no one will be victimised for making a complaint and we encourage Clients to instigate the complaints procedure whenever they feel that this is necessary.

It is our policy that all matters which disturb or upset our Clients should be reported, recorded, and corrective action taken. Only in this way can we work towards meeting our aim of continuously improving our service

Equally, when our Clients are pleased with the service they receive because of a member of our staff, we like to pass this on, not only is it very motivational for the member of staff concerned but it can also be useful in developing other members of the team as much as a complaint can!

We ask anyone with a complaint or complement to contact us directly on:

Telephone 01730 233 133

or email us at

              All complaints will be taken seriously.

              All complaints will be acted upon with fairness and impartiality.

              You will receive a response within 24 hours of the complaint being made, and a final reply within 28 days.

              If the complaint is upheld, you will receive a written apology and appropriate action will be taken to rectify the complaint.

              Clients are entitled to involve an impartial third party in the complaint procedure if they so wish.  

FF  FORMAL COMPLAINTS  

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