Complaints Procedure

I am committed to providing a high-quality service to all my clients. When something goes wrong, I need you to tell me about it. This will help me to improve my standards.

If you have a complaint, please contact me with the details in writing, or by email. I allow a maximum of four weeks to consider your complaint. If I have not resolved it within this time you may complain to the trade associations SEDA or NADJ that I am a member of.

What will happen next?

1. I will send you a letter acknowledging receipt of your complaint, enclosing a copy of this procedure.
2. I will then investigate your complaint.
3. I will then invite you to a meeting to discuss and hopefully resolve your complaint within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, I will write to you to confirm what took place and any solutions we have agreed on.
5. If you do not want a meeting or it is not possible, I will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact me again and I will arrange for SEDA or NADJ to review the case.
7. I will write to you within 14 days of receiving your request for a review, confirming the final position on your complaint.
8. If you are still not satisfied, you can then contact SEDA or NADJ.

SEDA: Brian Mole, membership no: 11. Contact info: www.seda.org.uk
NADJ: Brian Mole, membership no: M132. Contact info: www.nadj.org.uk