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Complaints Procedure

Complaints Procedure

What To Do If You Have a Complaint

Our Members and customers' satisfaction is of the utmost priority at all times. We pride ourselves on providing exceptional customer service, however, we understand we sometimes get things wrong. 

If you have reason to complain, you should follow the Complaints Procedure outlined below:

When a complaint is received via the complaints form, email, call or face-to-face meeting, the complaint will be escalated to the relevant Head of Department. 

The timescale, from the moment we receive your complaint, is outlined below:

- The Head of Department will acknowledge your complaint within 24 hours
- The Head of Department and relevant team will source answers to the query or resolve the complaint, and respond to you within 7 days.

Should you be dissatisfied with the outcome, we will escalate your grievance to the relevant Director.