Complaints and Concerns Policy

We're sorry to hear that you're wanting to make a complaint. To help us put things right, please get in touch by following the steps below.

How to raise a concern or complaint:

If you wish to raise a concern or make a complaint, please do so in writing and include:

-    Your name and contact details (unless you wish to remain anonymous)

-    A description of the concern or complaint

-    Any relevant dates, individuals involved or supporting information

Email: helpme@december19.co.uk

Concerns may relate to the quality of service provided, professional conduct, interactions with our team, or any other aspect of our business. Serious matters such as fraud, bribery, conflicts of interest or unethical behaviour may also be raised through this route.

Our process for reviewing and resolving concerns:

1. Acknowledgement

We will acknowledge receipt of your concern within 5 working days and confirm who will be responsible for reviewing it.

2. Review and investigation

Your concern will be reviewed by an appropriate senior member of the business who, where possible, has not been directly involved in the matter. We may contact you for clarification or further information. (David Lucy at this present time)

3. Outcome and response

We aim to provide a written response within 20 working days. Our response will set out our findings, any actions taken or proposed, and the reasons for our decision.

4. Further review

If you are not satisfied with the outcome, you may request a further review by explaining what aspects you remain dissatisfied with. A final response will normally be provided within 10 working days.

Employees raising concerns

Employees should refer to the Company Grievance and Whistleblowing Policy for further guidance on how to raise concerns internally and the protections available to them.

Retaliation

No individual or business will suffer detriment or retaliation because of raising a concern or complaint in good faith.

Confidentiality

All concerns and complaints are handled sensitively and as confidentially as possible. Information will be shared only where necessary to investigate and address the issue, and in line with applicable data protection laws.