Complaints procedure
See the more detailed information below about how we typically handle any complaints that we may receive.
Contact information
For all enquiries or complaints, please feel free to reach out to Gaby LaDelfa, who has been designated to handle such matters. Whether you choose to communicate your complaint verbally (in person or over the phone) or in writing, please address it to Gaby LaDelfa, marked as confidential.
Response time
Once we receive your written complaint, Phillip Bishop will respond to you in writing within seven days. In this response, we will provide our understanding of your case and invite any additional comments you may have.
Course of action
Within twenty-one days of receiving your written complaint, Gaby LaDelfa will conduct an internal investigation into the facts and issues related to the client complaint. Subsequently, he will notify you of the outcome of the internal investigation and inform you of the actions taken or to be taken.
Unresolved complaints
If, after reviewing the report and any subsequent correspondence, you remain unsatisfied, you have the option to request an independent review of the complaint by an external body.
