Complaints Policy

We are committed to providing a high-quality service to all of our clients. We recognise that we may not always get things right. If something has gone wrong, we would like to know so that we can respond properly and improve the way we work.

You can make a complaint to our Complaints Lead by email or by telephone.

In the first instance, it may be helpful to contact the person who has been dealing with your matter, as they may be able to resolve your concerns quickly.

If you do not feel able to raise your concerns with that person, or if you are not satisfied with their response, please contact the person responsible for reviewing complaints.

You can contact us by:

Phone: 07934 720429
Email: fairwinds781@outlook.com

To help us understand your complaint, please include:

Your full name and contact details
What you think has gone wrong
How you would like your complaint to be resolved
Any relevant dates, information, or documents that may help us understand what happened

If you need help to make a complaint, please let us know and we will try to assist you.

You also have the right to complain if you are concerned about how we collect, use, store, share, or protect your personal information.

This may include concerns that we have:

Used your personal information in a way you did not expect
Not kept your information secure
Held inaccurate information about you
Shared your information incorrectly
Kept your information for longer than necessary
Not responded properly to a request about your data protection rights

You can make a data protection complaint using the same contact details above

Please include enough information to help us understand and investigate your concern. We may need to confirm your identity before responding to some data protection matters.

We will acknowledge receipt of a data protection complaint within 30 days. We will take appropriate steps to investigate your complaint, keep you informed where necessary, and tell you the outcome without undue delay.

If you are unhappy with how we respond to your data protection complaint, you have the right to complain to the Information Commissioner’s Office, which is the UK regulator for data protection matters.