Complaints Procedure
How to make a complaint
1. Methods
Complaints may be made in writing or by e-mail using our details below:
Address: PO Box 205, Leeds, LS12 9BE
Email: [email protected]
2. Process
A) Acknowledgement
We aim to resolve any expression of dissatisfaction as soon as possible, we will send a prompt written acknowledgement providing early reassurance your complaint has been received and is being dealt with along with our complaints procedure. We will ensure you are kept informed thereafter of the progress of your complaint.
B) Investigation & Decision
Wherever possible, the person handling your complaint will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint. Within four weeks of receiving a complaint, we will send you either: i. Final response adequately addressing the complaint; or ii. A holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.