Our Standards

Who monitors what we do?

Complaints, Compliments & Comments

We try to provide an excellent service at all times. But we know that we may sometimes get things wrong.

We are happy to hear any complaint you have about our service. You can register your complaint by speaking to any member of our staff. If you wish, you can also e-mail us by clicking here.

Our complaints policy has two stages.

• Our Project Manager will reply to you within 14 days. If you are not happy with this reply, you move on to stage 2.
• You can ask that someone else review your case. This is likely to be a member of our Management Committee. You need to let us know that you want to move to stage 2 within three weeks of getting the reply from the Project Manager. We set a limit of three weeks for you to hear back from the member of the Management Committee.

We always try to learn from any mistakes we have made by changing our practice or policy. We tell our Management Committee of any complaints that we receive and also what we have done to try to prevent us from making the same mistake again.

Main Policies and Procedures

Health and Safety

You can download a copy of our health and safety policy here.