SCL Complaints Procedure

Procedure for Complaints

All complaints need to be put in writing – please complete this form ensuring that you confirm all facts and circumstances, including your contact details.

Once your complaint has been received, the following steps will be taken.

Step One – Formal Complaint Response

Once your form is submitted, it will be assigned to a manager.

You should have a reply to your complaint within TEN working days.  However, if we cannot resolve the complaint within this time, we will contact you advising how much longer it will take to investigate your complaint.

Step Two – If you are still not satisfied

You can ask for your complaint to be reviewed by the Senior Management Team.

This review must be requested in writing to the manager who has responded to your complaint, giving further grounds if applicable. A response to your complaint will be issued in TEN working days.