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Complaints
In this guide
We set ourselves high standards, but unfortunately sometimes we fall short.
Below you’ll find our process for making a complaint, and how long it will take you to hear back from us. We’re always open to resolving complaints and learning how to do better in the future.
Making a complaint
Copy link to sectionIn order to make a complaint, please contact us via email at [email protected]. To make sure we can process your complaint as fast as possible, please include the following information:
- Your name and contact details
- What your complaint is about
- When and where the issue arose
- The names of the people involved
- Any related concerns or comments you wish to bring to our attention
- (If you have complained about this issue previously) The date on which you submitted your former complaint
Receiving a response
Copy link to sectionWe aim to send formal acknowledgement of all complaints within 3 working days. Soon after this, we will contact you with the name of the manager in charge of investigating your complaint.
With the majority of complaints, our target is to resolve the issue fully and contact you within 20 working days. However, depending on the nature of your complaint this may sometimes not be possible.
In the case that a complex investigation or disciplinary proceedings are necessary, we will notify you that the case might take more time to be resolved. The process might take up to a maximum of 3 months in instances such as this, and you will be kept updated with the progress of the investigation.
If a complaint is upheld, the matter will be put right and action will be taken to prevent the issue from occurring in the future. You will be notified of the measures implemented, unless confidentially and data protection requirements prevent this.
