We're here to help!
Please contact us by telephone or email
1. In the first instance, if you wish to complain about our services, please speak to a member of staff who will try to sort things out for you directly, or will put you in touch with someone who can help.
2. If you send your complaint by email or post, we will aim to send an initial acknowledgement of receipt of a complaint within 3 working days and a full response to complaints within 10 working days of receipt. If we cannot respond fully within 10 working days, we will keep you informed on the progress of our investigation.
3. We will try to put things right the first time, but if you are not satisfied with the way your complaint is handled and wish to take the matter further, you can contact our Competent Person Scheme, Certass.
If you are still dissatisfied having followed all the stages of our internal complaints procedure, you may apply to Certass for an independent investigation of your complaint. Please write to the following address or use the telephone, fax or email details below;
37 Carrick Street
Tel: 01292 292099 or 0845 094 8025
Fax: 0845 094 8024