Draft status
This complaints process is a draft pending final legal and operational review.
How to complain
Email your name, booking reference if available, service address, date, concern and desired outcome. Provide relevant supporting material only where safe and appropriate.
Review process
We will log the issue, acknowledge it, review available information and respond with an outcome or next step. Further information may be needed to investigate fairly.
Records and escalation
Complaint records are retained only as needed for investigation, service improvement and legal obligations. The final policy will set response targets and any escalation route after approval.