We operate a complaints procedure as follows:

1. We will deal with any complaints promptly, effectively and courteously.  A Director will take responsibility for the management of customer complaints.
2. All complaints will be recorded.
3. An initial response will be made to any customer complaint within five working days.
4. If it is not possible to resolve a complaint within one calendar month of receipt, the customer will be given a written explanation by the Director, explaining why the complaint has not yet been resolved and what steps are being taken.
5. In exceptional circumstances where it is not possible to resolve the complaint, the complaint may be referred to a local advice service (e.g. Trading Standards), to assist in reaching a solution.
6. If a satisfactory conclusion still cannot be reached, we will seek the agreement of the complainant to use a mutually acceptable agreed arbitration scheme (such as a trade association or the Small Claims Court service.  We will accept the result of any arbitration.
7. If we believe a complaint is unjustified, we will provide a full written explanation of our perspective.