Complaint Procedure


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:

  • In person, or
  • By telephone on 03330 129 963

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:

  • Put your complaint in writing.

A Customer Complaint Form can be found on our web site or is available from Hetty Beyer-Russell on 03330 129 963

  • Send your complaint to: Anni Bridge

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:

  • Appeal to the Chief Operating Officer , in writing, stating your reasons.or
  • Email your appeal marked FAO Julia Summerfield to

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.