Complaints Procedure

We are committed to providing you with the highest level of service possible, but sometimes, things can go wrong. By letting us know when you have a problem, we can work with you to understand what’s happened and put it right. This easy-to-use guide tells you how to make us aware of your views so that we can address any concerns you may have, quickly and professionally.

How do I report a complaint?

The first thing you need to do is contact us and let us know what part of our service you are unhappy with by following the below process/stages.

We will aim to resolve any issues immediately however, if this is not possible then your concerns will be escalated to a more senior member of staff who will investigate the matter further.

All complaints are confidential and will be dealt with in a fair and unbiased way. If we do not hear from you within eight weeks of our response, we will assume the matter has been resolved and the complaint will be closed.

Stage 1 – Your Complaint

Confirm your name, address, phone number and email address.

Please put your complaint in writing either by letter or email to hello@garforthgray.im

Please include as much detail as possible, outlining all issues you would like considered, including dates, names of any members of
staff you dealt with, and where you can enclose/attach any supporting evidence.

Stage 2 – Our Acknowledgement

Your complaint will be acknowledged, and we will start our in-house complaints process.

Timescale: Within 3 working days of receiving your complaint.

Stage 3 – Our Investigation

Your complaint will be investigated, and we will collate as much information as possible and liaise with the various departments involved including any relevant staff member so we can establish all the facts. The relevant member of staff (if applicable) will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate. The detailed response will inform you of the outcome and ask if the suggested resolution is satisfactory. If we need more time to resolve your concerns, you will receive a written explanation for the delay.

Timescale: Within 15 working days of receiving your complaint.

Stage 4 – Still Not Happy?

After receiving our response, if you feel your complaint has not been fully addressed, please let us know and we will aim to resolve the matter for you. Your concerns will be acknowledged within three working days of receipt and your complaint will be passed to an alternative, more senior member of staff for consideration.

We will provide a written response outlining our final position and proposing resolutions where appropriate. If we are unable to respond to you within this timescale, we will contact you to let you know when we anticipate a resolution.

Timescale: Within 15 working days of receiving your complaint