Complaint Handling and the process we use is:

We will Acknowledge your complaint within 5 days of receipt.
The Investigation will carried out by a neutral person not involved in the case, at all times you will be kept
 informed.
A full response will be provided within 21 working days there will be, written notice if there is a
 delay.
There will be escalation to an external independent
 mediator, to resolve the dispute, if a solution cannot be agreed upon.
At all times there will be records kept, and there will be copies for all parties, to be kept informed.