Complaints and feedback

Complaints Process

We are committed to providing a professional, high standard of service to all of our clients, customers, partners, employees and suppliers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

How do I submit a complaint?

If you have a complaint, please put it in writing. Please include as much detail as possible when you write to us. We will then respond in line with the timeframes set out below.

What address should I use for a complaint?

Please submit your complaint via email: This email address is monitored by our Managing Director.

What will happen after I submit a complaint?

What if I am dissatisfied with your final viewpoint?  

If you remain dissatisfied and feel we have not sought to address your complaints, you can then contact The Centre for Effective Dispute Resolution (CEDR) to request an independent review, (without our final viewpoint on the matter).

You can write to The Centre for Effective Dispute Resolution (CEDR) at the following address:

The Centre for Effective Dispute Resolution:
100 St. Paul’s Churchyard,
London EC4M 8BU
United Kingdom

You will need to submit your complaint to The CEDR within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The CEDR requires that all complaints are addressed through its in-house complaints’ procedure, before being submitted for an independent review.