We
can only maintain and improve our high standard of service to our
clients by ensuring that at all times we are listening to what our
clients have to say about any aspect of our service. As with anything
involving humans, mistakes can be made, or things can be done better.
So, if there is something which you have found unsatisfactory, even
if you do not feel that your particular concern amounts to a 'complaint',
we want to hear about it as it
could help us resolve similar issues for the future.
On the other hand, if you feel we have done a good
job, we'd like to know about it too! Please post your testimonial
on our client forums here.
Please note that you will need to be a registered member on our forum
to be able to post - registration is completely free of charge.
The following is the procedure outlining the steps
to take to make a complaint:<
- The first step you should take is to simply talk to a member
of staff, either by email or by telephone. We would advise that
you attempt to contact the member of staff who was dealing with
your enquiry or issue as they will be in the best position to
put things right. If they are unavailable or you would like to
speak to someone else, then you may ask for their relevant manager.
If we are unable to resolve the issue on the spot, then we will
make a record of the complaint and will attempt to resolve the
issue to your satisfaction within five working days.
- We hope to resolve as many issues as possible through step number
one, however if you feel you need to make a formal complaint,
the next step is to put your complaint in writing to our Managing
Director, stating the details of the complaint and what you feel
should be done to put things right.
Once our Managing Director is in receipt of your complaint, he
will arrange for it to be investigated in full. An acknowledgement
of receipt of your complaint will be mailed to you within five
working days. You can normally expect to have a resolution to
your complaint within ten working days unless the complaint is
complicated in nature. If the complaint will take longer than
ten working days to process we will advise you of the expected
timescale.
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