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How to Make a Complaint

We take all complaints seriously and aim to resolve them as quickly as possible. If you have a complaint, please follow the steps below:

Step 1: Tell Us About Your Complaint

You can make a complaint by contacting us in one of the following ways:

When you make your complaint, please provide as much information as possible about what has happened, including any dates, times, names, or other relevant details. This will help us to understand your concerns and investigate your complaint more effectively.

Step 2: How We Will Respond

We will acknowledge your complaint within five working days of receiving it. We will then investigate your complaint and aim to provide you with a response within twenty working days of acknowledging your complaint.

If we need more time to investigate your complaint, we will let you know and give you an estimated timescale for when we expect to provide you with a response.

Step 3: Our Response

We will provide you with a response to your complaint in writing, either by email or post, depending on your preference. Our response will explain the outcome of our investigation and any action we have taken, or plan to take, in response to your complaint.

Step 4: What to Do if You Are Not Satisfied

If you are not satisfied with our response, you can let us know and we will try to address any further concerns you may have. If you are still not satisfied, you can escalate your complaint to our Board of Members.

We hope that we can resolve any complaints you have about our service. If you have any questions or concerns about making a complaint, please do not hesitate to contact us using the details provided above.