If you have a complaint about The Bigfoot Group, we want to hear about it and we will do our best to put it right.
Our Customer Complaints Procedure has the following goals:
Who can complain?
Anyone who is receiving a service from The Bigfoot Group
How to complain
The Bigfoot Group would like to sort out any complaint as soon as possible.
Many complaints can be resolved informally. In the first instance contact The Bigfoot Group and, if you feel able, speak to the member of staff who is working with you or ask to speak to their manager, who will try to sort the matter out.
If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.
If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.
Write down your complaint and send it to:
Training & Compliance Manager
The Bigfoot Group
Unit C, Andes Rd,
You will receive acknowledgement of your complaint within 5 working days. You may be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint.
You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.
Policy last update 20/11/2018