Customer Complaints – Following consultation with the client and agreeing terms of reference we will conduct a transparent, ethical, lawful, objective and impartial investigation into the complaint(s) that has been raised for us to investigate.

We will identify and interview all key witnesses, presenting the evidence in a clear and transparent manner allowing opportunity for all versions of events to be heard.

Our investigation will also include a review of all other sources of available evidence.

We will provide you with a full detailed report at the conclusion of the investigation and provide you with guidance as to whether there is a case to answer.

We will provide you access to all of our findings and keep you updated of all information obtained throughout the investigation. We will conduct all meetings / interviews fairly and confidentially ensuring all individuals’ concerns and wellbeing are at the forefront of the investigation.

We will present before your chosen adjudicator the full investigation and provide advice and guidance of rationale and all strands of outcome available.

We will maintain strict confidentiality and provide you with a copy of all information / evidence whether used or unused for any future appeals process.

We will maintain contact and be ever present and available to present at any future stages of your complaints process.