If you feel that your problem still hasn’t been resolved properly, you can raise a complaint which will be handled independently.
The first step is to contact us and request a copy of the complaints form. This can be done quite informally, by telephone, or email, or a message via your Secure Contractor Portal.
On receipt of your complaint, a senior member of staff or Manager will be assigned to your complaint. They will contact you within 8 working hours that your complaint has been received.
They will try to resolve the problem as soon as they can. If there is going to be a delay, for example, they need to obtain further information, they will arrange the best way and time for getting back to you and keep you updated with their progress.
You will be informed of what action is being taken and when to expect a full response, and resolution.
If you are not satisfied with the Manager’s investigation you can take your complaint to the Director of the company.
All materials relating to your complaint and to the Manager’s investigation will be passed to the Director (contact details will be provided for you).
He/she will let you know within five working days that they have received your complaint and tell you when to expect a full response from them.