Complaints Policy and Procedure

The Bigfoot Group Complaints Policy & Procedure

The Bigfoot Group Complaints Policy & Procedure

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:

  • To deal with complaints fairly, efficiently and effectively;
  • To ensure that all complaints are handled in a consistent manner throughout;
  • To increase customer satisfaction;
  • To use complaints constructively in the planning and improvement of all our services.

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:

Andrew Coe

Training & Compliance Manager

The Bigfoot Group

Unit C, Andes Rd,

Nursling, Southampton

SO16 0YZ

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

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Find Us

  • Unit C Andes Road, Nursling Industrial Estate, Southampton, SO16 0YZ
  • 02380 739589

Find Us

  • Unit C Andes Road, Nursling Industrial Estate, Southampton, SO16 0YZ
  • 02380 739589
Contact Us

We're not around right now. But you can send us an email and we'll get back to you, asap. Alternatively, call us on 02380 739589