OUR COMPLAINTS PROCEDURE

1. An Introduction

Terry Healy Group Ltd aim to provide the highest level of service to all our clients. Our client views are important to us. If you are unhappy with any of our services, it is important that you let us know.

2. Making A Complaint

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously. We treat all complaints in confidence. Terry Healy Group Ltd assures clients that it will not withdraw or reduce services because someone makes a complaint in good faith.

3. Who Can Complain

Anyone affected by the way Terry Healy Group Ltd operates our business can make a complaint.

4. How You Can Make A Complaint

You can complain:
• in person
• by telephone
• through a member of our staff
• through an advocate or representative
• by letter
• by email

5. Our Responsibility

The Director’s of Terry Healy Group Ltd have the overall responsibility for dealing with all complaints made about our company.

6. How We Handle complaints

Terry Healy Group Ltd may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.

We will acknowledge a complaint within 7 working days and give you the name and contact details of the person investigating it.

We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.

When we have finished investigating, we will arrange to meet with you to discuss the outcome or write to you with:

• details of the complaint findings.
• any action we have taken; and
• our proposals to resolve your complaint accordingly.

7. Time Limits

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly.

8. Further Steps

At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact.

The Directors
Terry Healy Group Ltd
Office 53, Easthouses Road, Dalkeith, Midlothian, EH224EB

info@terryhealygroup.com | 0131 516 3040