Our Complaints Resolution Process
We take negative comments seriously. If there have been any problems with a member, please submit your details in the ‘next step’ so that we can send you a
Consumer Comments Form.
The Consumer Comments Form enables you to provide details of the problems that you have encountered, as well as score the member out of 10,
on specific areas of service, as per our normal feedback forms. Simply complete the form and return this to us, we will then initiate our complaints procedure.
Before you request a form
Please consider the following:
- Have you engaged the member’s services yet? We are not able to publish comments on our website if the members services have not been engaged,
however we would still like to be made aware of your problems/concerns, as these are recorded and help us evaluate the suitability of the member.
- Have you contacted the member to make them aware of your issues/concerns? Usually the most effective way to address issues/concerns for both parties
involved, is to speak with the member in the first instance. The member should be contacted, made aware of the issues and given the chance to resolve the matter wherever possible.
- Will you permit us to share your concerns/issues with the member concerned? In order for us to commence our complaints procedure, the member will be
contacted to make them aware of the feedback. If you do not wish your comments and details to be shared with the member, we will consider your feedback however we will not
be able to publish this on our website. If however you agree for us to make the member aware of your concerns and the feedback is subsequently published on our website, please be aware that this will remain annonymous.
If you can answer Yes to the above questions, please continue to the next step and submit your details so that we can send you a Consumer Comments Form.