Complaints Process

We are committed to providing a high-quality service to all our members and the public.
When things do go wrong, we want you to tell us, so we can put things right and learn from what went wrong. We value your feedback when you make a complaint and are committed to responding to you. This will help us improve our service to you.

Our Complaints Procedure

If you have a complaint on any issue, please raise this with the individual concerned in the first instance if you feel able to, that person will try to resolve the issue for you.
If your issue is not resolved to your satisfaction, or you feel that you are not able to raise this directly with the individual concerned, then please put the complaint in an email, providing all the details that have led to the complaint. Please email this FAO of Theresa Nicholson, feetfirst555@yahoo.co.uk.

What will happen next?

• We will email you acknowledging your complaint, normally within 14 working days of receipt. We may ask you to confirm or explain some of the detail.
• The relevant department/director will investigate your complaint and decide whether the complaint is upheld, the action taken, and what has been learned from it.
• We will then email you to let you know the outcome of the complaint.
• We will aim to complete investigations within 28 working days wherever possible.
• We aim to resolve your complaint through the process above. However, if this is not possible, we may invite you to meet with us to further discuss your complaint.

We recognise that making a complaint can be stressful but would appreciate that confidentiality is maintained until the process is complete.