Customer Complaints Procedure
On request you will be advised of the name of the Branch Manager as they will be your initial point of contact for all complaints, verbal or written.

If the Manager was directly involved in the matter about which you wish to complain your complaint should be directed to the company Director responsible for that office/department. The Director’s details can be obtained from the branch directly or by contacting our Head Office on 01344 753 105.

When a serious complaint is received verbally
You should be advised that you must submit a written summary of the nature of your complaint following any initial contact which may have been made already.

You should be advised that the Manager will acknowledge receipt of your written summary in writing within 3-days and that he/she will then provide a formal response to your complaint, both verbally and in writing, within 14-days from receipt of your letter following a review/enquiry into the matter/s raised.

If you remain dissatisfied by the Manager’s response you should confirm to the Manager the reasons in writing. The Manager will then refer the matter, including your initial correspondence, to the Director responsible for that office/department who will then carry out an impartial review of your complaint.

Following the conclusion of this review a final response or proposal will be made verbally and in writing to you within 7-days. The letter should advise you that (a) it is a final letter and (b) if you remain dissatisfied the matter may be referred by you to the Ombudsman although this must be done within 6-months from the date of this letter.