complaints policy

We are committed to providing a high-quality service to all our clients and members.

When something goes wrong, we need you to tell us about it. This will help us to improve our standards and customer service.

If you have a complaint, please contact us with details, via email in the first instance to

What will happen next?

1.    We will send you an email acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

2.    We will then investigate your complaint and you may be invited to a virtual meeting or phone call appointment to discuss and hopefully resolve your complaint. This will happen within 14 days of sending you the acknowledgement email

3.    Within three days of the meeting, we will write to you to confirm what took place and any solutions we have agreed with you.

4.    If you do not want a meeting or call, or it is not possible, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement email.

5.    At this stage, if you are still not satisfied, you should contact us again and we will arrange for an appropriate alternative such as review by a local solicitor, or mediation, to review the decision.

6.    We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

Please note that this Complaints Policy is set out with the intention of resolving any issues to the fullest and continuing an effective working relationship.

No refunds or contract cancellations will be considered unless all steps are followed as outlined on this page and no reasonable solution or resolution is found.