If you are unhappy with the way you have been treated or with the service we have provided then talk to the member of staff who is responsible or who is involved in the problem. You can do this either:
Your problem may be resolved on the spot.
If you find that Step 1 did not resolve the problem, you may wish to make a formal complaint.
To do this you should:
A Customer Complaint Form can be found on our web site or is available from Hetty Beyer-Russell on 03330 129 963
You will receive an acknowledgement within 3 working days and a full response normally within 15 working days of receiving your complaint.
If you are dissatisfied with the response you receive, you may:
You will be notified in writing of the result of your appeal after all evidence has been reviewed. This will normally be within 10 working days of receiving your appeal.
If you are still unhappy
In the unlikely event that the matter is still not resolved to your satisfaction, you are advised to seek guidance from the Chief Operating Officer of any further appeal outside of the Organisation.