Complaints Procedure
Our Complaints Procedure
1. Our Commitment
We aim to provide a transparent and professional service. If something goes wrong, we want the opportunity to put it right.
2. How to Make a Complaint
Please email us with the subject line “Complaint”, setting out:
- Your name
- A description of the issue
- The outcome you are seeking
3. What Happens Next
- We will acknowledge your complaint within 5 working days
- Your complaint will be reviewed by a senior member of Greytouch Partners
- A full response will usually be issued within 15 working days
4. Escalation
If you remain dissatisfied after our final response, you may:
- Seek independent advice
- Contact Trading Standards
- Contact the Information Commissioner’s Office (ICO) for data-related concerns
Raising a complaint will not prejudice the handling of your claim.
5. Continuous Improvement
We treat complaints as an opportunity to improve our service and procedures.