Complaints Handling Procedure

Alice Dartnell Limited wishes to put client’s needs at the very heart of the way we develop and enhance our services. Customer feedback is part of our ongoing consultation process which we will use to learn and continuously improve our service.

We promote the use of customer feedback via our comments system, customer Surveys and polls, social media, website, service reviews and face-to-face interaction.

All feedback will be analysed and viewed as an opportunity to assist in continuous improvement of our service.

Our complaints policy

  1. Complaints may be made in writing, by e-mail, or by telephone.
  2. We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.
  3. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint.
  4. We will then investigate your complaint. We will go through the complaint in detail so we can understand exactly what the problem is. We may contact you to check that we have understood and recorded the details of the complaint correctly. We may also contact you to discuss options for fixing the problem.
  5. Within four weeks of receiving a complaint, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter. We keep you informed if there are any delays in resolving their request.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange to review the decision. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  7. Later we will follow up your complaint and contact you to find out if you were satisfied with how your complaint was handled.

Written May 2019

Due for review May 2020