Complaints Policy & Procedure

The purpose of our Complaints Policy and Procedure is to ensure that all complaints are dealt with promptly, consistently, and handled with courtesy and fairness.

All complaints are handled within established time limits. We will keep you informed of progress and address all the points raised. We will investigate your complaint and carry out appropriate action to resolve the issue(s). In the case of complex complaints, which may take longer than 21 days to resolve, we will keep you informed of our progress.

What Happens When You Make a Complaint?

We will always aim to resolve your complaint informally and at the point of contact.

• Stage One: If unresolved informally at the point of contact, your complaint will be passed to Mrs. Brenda Wells, Finance & Compliance Manager. Mrs. Wells will try to resolve your complaint within 15 working days. If it cannot be resolved within the stated timescales, you will be kept informed of the progress and status.
• Stage Two: If you remain dissatisfied with the outcome, you can ask for the complaint to be referred to the Director of the Company, Mr. Richard Watkinson. You will be contacted within ten working days and kept informed of the progress and outcome.
• Stage Three: If you remain unhappy or have not received a response within eight weeks, you have the opportunity to take the complaint to an independent dispute resolution service. Currently, this is:

How to Make a Complaint:

You can do this in whatever way you prefer:

• By letter
• By email
• By phone
• In person

You can pass your complaint to any member of staff in any of our offices.

• Richard Watkinson, St Mark’s House, Lombard Street, Newark, Notts NG24 1XX
• Telephone: 01636677154
• Email: helen@richardwatkinson.co.uk