Complaints policy

Learn more about the Complaints policy

If you have a complaint, you can get in touch with us via email at, or through our web form: Kindly include as much detail as possible about your complaint and any relevant documents or evidence.

Acknowledgment of your complaint:

We will acknowledge receipt within two working days and share the name of the individual managing the process. If your complaint is intricate or requires more than ten working days for resolution, we will provide an interim update on the investigation.

Investigation of your complaint:

Our goal is to address complaints within 10 working days of receiving them. If we cannot meet this commitment, we will reach out to you, explaining the reasons for the delay, and present a revised timeline.

Resolution of your complaint

Our objective is to address complaints within 10 working days of receiving them. If, for any reason, we are unable to fulfill this commitment, we will reach out to you, offering an explanation for the delay and providing a revised timeline.

Escalation of your complaint:

If the resolution does not meet your satisfaction, please do not hesitate to contact xxxx at xxxxxxx. She will assess any additional steps required to promptly and equitably address your concern, ensuring due consideration for confidentiality throughout the process involving both parties.

Record keeping

We will maintain a record of your complaint and our response for internal purposes for a minimum of six months from the date of receipt. Furthermore, our management team routinely reviews all complaints to monitor trends and address significant related issues. Our commitment is to deliver exceptional service to our clients, and we employ all reasonable efforts to address and satisfactorily resolve their concerns promptly.