We are very sorry that you haven’t been completely happy with our services. We want to do everything we can to make sure that all of our services are the best that they can be.

We are committed to receiving, responding to and learning from complaints about our work swiftly as part of our commitment to continuously improve the products and service we offer. Our aim is that wherever possible we will solve a problem on the spot. If it can’t be resolved quickly we will let you know how long we expect it will take to investigate and resolve.

We view complaints as an important and useful source of feedback about how we have performed. Many people are reluctant to complain or express a concern that they may have, but if you have had a negative experience or if we did not meet your expectations, then you are most certainly justified in informing us of your concerns – we want to hear from you.

We will acknowledge your complaint within 5 working days after we receive it, and ask for any extra information we need to help us resolve your complaint in a timely manner. After establishing what the problem is and what solutions we can offer to resolve the problem, we will agree a timeframe with you for resolving your complaint effectively, usually within 30 days. We will let you know what you can expect.

This form is sent to our administration department who will ensure that it is directed to the right person. Most complaints are sent straight to Director, Craig Tucker. Any complaints that involve a Director are sent to our Freedom to Speak Up Guardian, Gill Parkinson.