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If possible, complaints will be dealt with at once by the department concerned.

If the complaint needs time to address fully, we will reply immediately to acknowledge your complaint. We will then follow up within 48 hours.

If we still do not have an answer after 48 hours, we kindly request another 48 hours to properly deal with your issue. All complaints are seen by line managers and reported to the Managing Director. Any complaints received will be kept confidential.

The Managing Director (Richard Hope-Hawkins) can be contacted directly by phone, email or post and will provide a personal answer to your complaints whenever possible. E- mail Richard Hope-Hawkins.