Complaints Policy & Procedure - By Dee Khan www.bydeekhan.co.uk

Our Complaints Policy & Procedure information is displayed below.

Introduction

Here at By Dee Khan, we’re committed to providing a high-quality service to all our clients and partners. However, if something goes wrong, we need you to tell us about it so we can do everything we can to make it right. This will also help us improve our service for others in the future.

1.    Making a complaint

• We take all complaints seriously and aim to handle complaints quickly, effectively and in a fair and honest way.
• We treat all complaints in confidence and use valuable information gained through investigating complaints to help us improve our service.

2.    How you can make a complaint

You can complain by emailing Denise Khan at: wecare@bydeekhan.co.uk

3.    How we handle complaints

• We will acknowledge a complaint within five working days and give you the name and contact details of the person investigating it.
• Please be aware, where appropriate, we may ask you to provide further details in writing.
• We will keep you informed about the progress of the investigation.
• We aim to have all complaint investigations completed within 28 working days unless we agree a different time scale with you.

4.    Time limits

• You should register a complaint as soon as you can after the date on which the event occurred.
• If you complain more than twelve months later, we may not be able to investigate properly.
• Consideration will, however, be given as to whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

Last updated: 4 April 2023 Version 1