Complaints Procedure

APPROVED: 16 January, 2022 (Board of Directors)

REVIEW DATE: January, 2023

 Complaints Procedure

 Stronger Relationships Ltd aims to provide high quality services which meet your needs.

We believe we achieve this most of the time: if we are not getting it right, please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with us.

If you are not happy with Stronger Relationships Ltd please tell us.  If you are unhappy about any of our services, please speak to the Director (Andrea Rippon). If you are unhappy with an individual working for or representing Stronger Relationships Ltd, sometimes it is best to tell them directly. If you feel this is difficult or inappropriate then speak to the Director (Andrea Rippon). Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.

Making a written complaint. If you are not satisfied with our response or wish to raise the matter more formally, please write to the Director (Andrea Rippon). If your complaint is about the Director, please write to the Chair of the Board of Directors, Anne Francis.  All written complaints will be logged. You will receive a written acknowledgement within five working days. The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If, after we have responded you are not satisfied, please write to the Chair of the Board, Anne Francis, who will report the matter to the next meeting of the Board, which will decide on any further steps to resolve the situation.

Finally, please also let us know if you are happy with your experience of Stronger Relationships Ltd.

The address for all correspondence is:

Andrea Rippon, c/o The Enterprise Centre, University of East Anglia, Norwich, NR4 7TJ

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