Complaints Policy & Procedure

We aim to provide the highest quality of service to our clients, and if ever we don’t, we want you to tell us.  We will listen to both positive and negative comments and use them to improve our service.  A complaint is any written or spoken expression of dissatisfaction with the service we provide, and we take all complaints seriously.

Our aims are to:

  • Deal with complaints openly, promptly and honestly
  • Try to resolve complaints amicably as soon as possible
  • Learn from complaints to improve our service

Dealing with your complaint:

All our staff will be courteous and helpful in dealing with your complaint.  If you wish to make a formal complaint, please contact our Complaints Department, using the following details:


Colt House
Ridgeway Office Park,
Bedford Road
GU32 3QF


We aim to respond to complaints as quickly as possible, but this is largely dependent on the nature of the complaint.  If we are unable to resolve your complaint immediately, we will let you know and advise when you can expect a reply.

This policy will be regularly reviewed and any changes will be published on this page.