Complaints & Customer Care

We always aim to provide the highest standards of service. If you are not satisfied with any part of our work, please let us know and we will do our best to resolve the matter quickly and fairly.

In the unlikely event that we cannot resolve a complaint through our own procedure, as a TrustMark Registered Business we are partnered with an Alternative Dispute Resolution (ADR) provider who can independently review the case.

Complaints Procedure

We are committed to providing a high-quality service. If something goes wrong, we want to know so we can put it right and improve.

Step 1 – Raise the issue with us directly

• Please contact us as soon as possible with the details of your complaint.

• You can contact us in writing, by email, or by phone:

  • Email: [insert your business email]

  • Telephone: [insert your number]

  • Address: [insert your business address]

    We will acknowledge your complaint within 5 working days.

    Step 2 – Investigation

• We will investigate your complaint fairly and promptly.

• We may ask you for further details or supporting information.

• A full written response will be provided within 28 days. If more time is needed, we will let you know.

  Step 3 – Resolution

• If we find that your complaint is justified, we will agree with you how to put things right.

• If you are not satisfied with our final response, you have the right to escalate your complaint.

  Step 4 – Escalate.

  https://www.napit.org.uk/complaints/