Our Complaints Procedure
Step 1: Contact Us
We want to try and resolve your complaints as soon as possible, so we urge you to call us on 0203 6379809
Complaints can be made and managed over the phone or by email or letter:
Write to:
Fair Care House, Wayward Hill Farm, Parrock Lane, Hartfield, East Sussex, TN7 4AS
Please include this information with your complaint:
- Business name and address
- Contact name & number
- Details of the problem and any suggestion of how you would like us to put it right
Step 2: Handling Your Complaint
Upon receiving a complaint, we will acknowledge your matter via email or in writing within 2 business working days.
Your complaint will be logged, and we will aim to resolve the problem within 7 business days, we'll give you a reference number and contact you as soon as we've sorted out your issue.
If we haven't resolved your complaint within 7 business days, we'll contact you to explain why and what the next stage is. We will keep in touch on the latest developments.
In the unlikely event your complaint has not been resolved in 8 weeks, we will write you with your options. In these cases, we will regularly update you on the progress and likely timeframe for resolution.
Step 3: Resolution
We will advise you in writing of the outcome of your complaint, which could include an apology, making a gesture of goodwill or giving compensation.
Ready to make a complaint?
Please make complaints here