We aim to meet all our commitments within our client charter attached. Every effort will be made to ensure that you, the client, have the opportunity to share your complaints with us and that we respond to you in the time frames indicated below. If you have not received an acknowledgment within the time scale given below, you may wish to complain to the OISC.

All telephone and voicemail complaints will be recorded for training purposes. Where your complaint is a minor one that can be resolved by telephone you will receive a return telephone call from us on the same day. We aim to resolve all minor issues within our same-day call system. If you have not received a call please leave a message on Shabana Shahab’s confidential voicemail so that she may return your call urgently. You will receive a response by the end of the next working day. All serious complaints must be addressed in writing. Please refer to our Client Complaints Policy Procedure (Acknowledgement within 5 days).

All email and fax mail complaints will be recorded for training purposes. Where your complaint is a minor one that can be resolved by email we will reply the same day. We aim to resolve all minor issues within our same-day call system. If you have not received a response, please leave a message on Shabana Shahab’s confidential voicemail so that she may return our call urgently. You will receive a response by the end of the next working day. All serious email complaints will follow the Client Complaints Policy procedure. (Acknowledgement within 5 days). All faxed complaints will be treated as written complaints and dealt with in the Client Complaints Policy procedure (Acknowledgement within 5 days)

All written complaints will follow the procedure outlined in our Client Complaints Policy Procedure. (Acknowledgement within 5 days)

Please note that we aim to ensure that all your concerns are successfully handled first time.