Satisfaction matters, as a reflection of effective service and an appropriate outcome. We are pleased to offer advice, reports, or expert evidence and have never received a serious complaint, or any unresolved.
Nevertheless, our clients should have an established 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.
- A log of all related internal and external input will be kept as part of procedure.
Confidentiality throughout the process will be paramount, neither will your statutory rights normally be affected.
If a complaint can not be fully resolved within 28 days, a written explanation will be provided. This details why the complaint has not been resolved, what steps are being taken and other avenues which may be available.
These could include professional bodies, which those working with us belong to. They are normally helpful, although clients should anticipate the need to follow their complaints procedure separately.
Where appropriate and in agreement with the complainant, we may ourselves refer complaints to external bodies. In particular, where independent technical input may make sense.
A Supportive Route
We hope you will feel able to discuss an issue with the person involved, who will bring the matter to the attention of others if confidentiality allows. We all accept that being right, or reacting perfectly in every situation may not happen.
Should this approach not be satisfactory, or you feel unable to discuss the situation, the person nominated to take responsibility for management of client complaints is:
Website Report Service
Surrey KT13 8JR
Email The Secretary
Could you please put your complaint in writing, by email, or post. 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.
We will get back to you as soon as possible, hopefully with a solution, if not, a progress report. There could conceivably be circumstances where a matter needs to be addressed other than internally, perhaps with court related work.
In that situation, we naturally detail arrangements to you. You are equally welcome to contact us at any time to discuss any aspects of our support services.