mediation sculpture symbolising complaint solving
 

Complaints Procedure

We are pleased to offer clients advice, website reports, mediation or expert evidence and have not seen a serious complaint, or any unresolved. Nevertheless, clients should have an effective complaints procedure, which we provide in line with the following:

  • Resolving all complaints about the Website Report Service is our responsibility.
  • Complaints of any form will be dealt with promptly, effectively and courteously.
  • Complaints will be recorded and an initial response given within 5 working days.

If a complaint can not be fully resolved within 28 days, a written explanation will be provided, detailing why this has not been resolved, what steps are being taken and other avenues which may also be available. These could include professional bodies which those working with us belong to, although clients should anticipate the need to follow their complaints procedure separately.

A Supportive Route

We hope you will feel able to discuss an issue with the person involved. They could decide to bring the matter to the attention of others, we all accept that being right, or reacting perfectly in every situation may not happen. We are an open group of people and where confidentiality allows, try to help each other and all clients.

Should this approach not be satisfactory, or you feel unable to discuss the situation, the person nominated to take overall responsibility for management of client complaints is:

The Secretary, Website Report Service,
22 St Catherines, Weybridge, Surrey KT13 8JR

Could you please write to, or email them with appropriate information. This should include the name of the person here who is involved, the issue you wish to raise and if you have one, a case reference number. They will get back to you as soon as possible, hopefully with a solution, or if not, an initial progress report.

Confidentiality throughout this process will be paramount, neither will your statutory rights normally be affected. There could conceivably be circumstances where a matter needs to be addressed other than internally, perhaps with court related work. In that situation, we would naturally discuss the need with you. You are equally welcome to contact us at any time regarding all aspects of our services.