We welcome comments and feedback about the service we have provided. We are committed to dealing effectively with any complaints about our service. If we have made a mistake we will apologise and try to put things right.
What can you expect if you make a complaint
If we receive a complaint from you, we will do all that we can to help you and we will try to find a solution to any problems.
We will ensure that:
- Your complaint is acknowledged within 3 working days of the date that it is received
- We will aim to resolve the complaint within 15 working days – if your complaint is more complex we may need more time.
- We will let you know within the 15 working day period if we think it may take longer to investigate your complaint and tell you how long we expect it to take, providing regular updates.
We will respect your right to confidentiality and privacy and we will treat you fairly and in accordance with our commitment to equality.
The person who is investigating your concerns will firstly aim to establish the facts. In some instances we may ask to meet you to discuss your concerns.
Following our investigation, we will let you know what we have found. We will explain how and why we came to our conclusions. If we find that we have done something wrong, we will tell you this, explain what happened and apologise. If we find there is a fault in our systems or the way we do things, we will tell you what it is and how we plan to change things to stop it happening again.
If you are not happy with our response and you let us know, we will then escalate the matter internally to be dealt with by a different, more senior, member of QS staff. This will be the final stage in the complaints process.