Complaints Procedure

Our commitment

We aim to give every client a high standard of service. If something goes wrong, we want to hear about it so we can put it right and improve.

How to make a complaint

Please send your complaint to your named Account Manager, by email or in writing. Let us know your name, the service or matter involved, and what went wrong. You can raise it by phone first if you prefer, but we may ask you to confirm the details in writing.

Stage 1

1. We will acknowledge your complaint within 5 working days.
2. Your complaint will be reviewed by a Senior Partner, who will investigate and send you a full written response within 20 working days. If we need more time, we will tell you why and give you a new date.

Stage 2

If you are not satisfied with the Stage 1 response, you can ask for your complaint to be escalated. It will then be reviewed by an alternative senior member of staff, who was not involved in handling it before. They will send you a final written response.

Our aim

We treat all complaints seriously and confidentially, and raising one will never affect the service you receive from us.