Making a formal complaint
We’re sorry to hear that you’re not completely satisfied with the service you have received from us. If you would like to submit a formal complaint, please email firstname.lastname@example.org with the following information included:
- a factual summary of events that have led to this point
- your expectations for resolution
- how you would like us to keep you updated
We promise to acknowledge your complaint within 5 working days and investigate the situation fully. We will aim to respond to you with a full report within 14 working days of our initial acknowledgement. If for any reason we aren’t able to achieve this, we will contact you to advise you on a revised expectation on timescale.
We will respond to all complaints and queries in writing, however if you would also like a telephone call, please include this in your initial enquiry.