At Parenting Expert, we are committed to providing high-quality parenting advice and services. We understand that there may be occasions when our users or clients may have concerns or complaints. This Complaints Policy outlines our commitment to addressing and resolving any issues in a fair, transparent, and timely manner.
Submission of Complaints:
Users who wish to file a complaint can do so by sending an email to:
Alternatively by mailing a written complaint to:
Parenting Expert, Pine Trees, 34a Horncastle Road, Woodhall Spa, Lincolnshire, LN10 6UZ.
The complaint should include a detailed description of the issue, relevant dates, and any supporting documentation.
Acknowledgment of Complaints:
Upon receiving a complaint, we will acknowledge its receipt within 5 (five) business days. This acknowledgment will include the name of the person handling the complaint and an estimated timeframe for resolution.
Our team will conduct a thorough and impartial investigation into the issues raised in the complaint. We may request additional information from the complainant or any relevant parties to facilitate the investigation.
We are committed to resolving complaints in a timely manner. Our goal is to provide a resolution within 28 business days of acknowledging the complaint. If additional time is needed, we will communicate the reasons for the delay and provide an updated timeline.
Communication of Findings:
Once the investigation is complete, we will communicate the findings and the proposed resolution to the complainant. This communication will be in writing and will include the steps taken to address the complaint.
If the complainant is not satisfied with the resolution, they have the right to appeal the decision. Appeals should be submitted in writing within 28 business days of receiving the resolution. The appeal will be reviewed by a different member of our team not involved in the initial investigation.
We will regularly review and update our Complaints Policy to ensure its effectiveness and relevance. Any necessary changes will be communicated to our users.
For any enquiries related to this Complaints Policy or to file a complaint, please contact Jo Studholme at firstname.lastname@example.org or on 07808 471321.
We value your feedback and are dedicated to continually improving our services to better meet the needs of our users.