In the very rare (we have yet to receive one) event that you wish to make a complaint about our services, the NAFD (our trade association) set out a very clear procedure that we must follow. We assure you that any complaints we receive will be taken seriously and dealt with swiftly and professionally.
The NAFD Procedure is:
Speak with us. Normally this will resolve the issue quickest. If we need to make investigations and can not answer the problem immediately, we will keep you updated of progress at least every two working days. We would aim to complete all investigations in no more that 7 working days.
If you are still unhappy with our response, you should put your concerns in writing to Nikkie Axell, and include any documentation to substantiate your claim. Nikkie will look into the problem, and review your evidence and provide a formal response to you within 14 days.
In the extremely unlikely situation that you are still unhappy with the outcome, you should forward full details of your grievance to the NAFD (details available here). They will instigate their own independent investigation, and arrange arbitration or publish their findings. We must comply with any findings of the NAFD.
More information can be found on the NAFD web site at https://www.nafd.org.uk/about-us/client-redress.