We are committed to providing a high-quality service to firms and clients which responds to their needs. However, if you believe that things have gone wrong, please send us your complaints and comments. We take these very seriously.
Our operations team is accredited to the British Standards Institute’s BS EN ISO 9001:2008. This means we must follow a strict process when dealing with complaints. We have put together the following guidelines to help you.
You can make your complaint to the complaints manager (who will deal with it confidentially) in writing, by fax or by e-mail. Our contact details can be found below.
To help us process your complaints, please provide the following information:
We will investigate the issue and provide a full written response within 10 working days of receiving your complaint. If this is not possible, we will explain why and give you a date by which you can expect a full reply.
If you’re not satisfied with the reply to your complaint, please write to our operations manager at the address below.
If you’re still not satisfied, please write to our operations director at the address below.
One of the ways in which we can continue to improve our services is by listening and responding to your views.
We would also welcome any comments or suggestions you have on our complaints procedure, to make sure it works as efficiently and effectively as possible.
PO BOX 6441
Phone: 0844 892 0312
Calls will cost 7p per minute plus your phone company’s access charge.
Please note: We cannot be held responsible for the working practices of any of our members. If you have concerns about a company, please contact the Citizens Advice Consumer Advice line, who will pass your complaints to the appropriate local authority trading standards service.
To report a complaint, call the helpline on 03444 111 444 or visit www.citizensadvice.org.uk.