Complaints Procedure

The complaint handling procedure is designed to ensure that complaints are properly investigated and are given careful and fair consideration.

1. Making a Complaint

If you are considering making a complaint, you should first:

  • Try to sort out the problem with those who are directly involved.
  • Generally complaints are resolved more easily and effectively at an early stage and by those who have a direct influence on the situation.
  • If a complaint cannot be resolved immediately, please complete our Feedback form which allows you to make a complaint and provide details.

2. What Next?

Once you have submitted the Feedback form providing details of your complaint, your complaint will be reviewed by our Senior Staff and we will contact you with a response within 24 – 48 hours.


At any time if you have any queries or need to speak with us, please contact us confidentially.