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1. Acknowledgment of Complaint
   • When a Client raises a complaint, we will send them a copy of our Complaints Procedure within 24 hours, but no later than 72 hours.
   • The Complaints Procedure is also available on our website for reference.
2. Logging and Initial Review
   • The complaint is logged at our office.
   • A summary is prepared for our Managers to review and discuss, focusing on the Client’s concerns and identifying potential issues such as communication gaps or unmet expectations.
3. Client Engagement and Resolution Attempts
   • We discuss the issue with the Client to understand their perspective and work towards a resolution.
   • Resolution may include:
     • A full apology
     • A goodwill gesture
     • Financial compensation
   • Throughout the process, we treat the Client with respect, remain calm and courteous, avoid assigning blame, and use the opportunity to improve staff training.
4. Summary and Investigation
   • A summary of the issue is shared with the Client for review.
   • The Client is encouraged to provide additional points if needed.
   • Once agreed, the summary becomes the starting point for our investigation and forms the basis of our final report.
5. Timeline for Investigation
   • We aim to investigate all complaints within 14 days.
   • If delays occur due to external factors beyond our control, we will provide periodic updates.
   • If all necessary information is available, we aim to resolve complaints within 21 days.
   • Clients are updated at each stage to ensure transparency and clarity about the next steps.
6. Findings and Report
   • Once our internal investigation is complete, we will present the Client with a detailed report, usually within 21 days.
7. Escalation to the Ombudsman
   • If the Client does not accept our findings, and no resolution is reached within 8 weeks (if external delays occur), we will support escalation to the Ombudsman Service.
   • We will fully cooperate with the Ombudsman’s investigation and abide by their findings.

Commitment to Excellence

• We approach every complaint as an opportunity to enhance our services.
• Our goal is to ensure 100% Client Satisfaction by taking responsibility for any shortcomings and continuously improving our processes.