Complaints
- Complaints may be made in writing, by e‑mail, or by telephone.
- I reserve the right to decline to consider a complaint that is
made more than six months after you became aware of the cause of
the complaint. There may be instances where I will waive this
requirement at my discretion. I will confirm to you in writing
if a complaint has been made outside the time limit that I am
prepared to consider.
- I will send you a electronic acknowledgement of a complaint within five business
days of receipt. Although the complaint may be in respect of a decision which
I took, I will investigate it thoroughly.
- Within four weeks of receiving a complaint, I will send you either:
- a final response which adequately addresses the complaint; or
- a holding response, which explains why I am not yet in a
position to resolve the complaint
and indicates when I will make further contact with you.
Within eight weeks of receiving a complaint I will send you either:
- a final response which adequately addresses the complaint; or
- response which explains why I am still not in a position to
make a final response, giving reasons for
the further delay and indicating when I expect to be able to provide a final response
Where I decide that redress is appropriate, I will provide you with fair compensation for any
acts or omissions for which I am responsible and will comply with any offer of redress which
you accept. Appropriate redress will not always involve financial redress.
