Effective Date: 05.10.2023
Introduction
Welcome to The Divorce Team’s Complaints Procedure. We value your feedback and are committed to addressing any concerns or complaints you may have regarding our services. This procedure outlines the steps to follow if you wish to make a complaint. Your satisfaction is important to us.
Contacting Us
If you have a complaint, please contact our Customer Support team using one of the following methods:
- Email: hello@thedivorceteam.co.uk
- Phone: 0333 577 7009
Providing Details
When submitting a complaint, please provide the following details:
- Your name and contact information.
- A clear description of the issue or concern.
- Any relevant supporting documentation or evidence.
Acknowledgment
Upon receiving your complaint, we will acknowledge it promptly, typically within 5 working days. We will provide you with a reference number for your complaint.
Investigation
Our team will thoroughly investigate your complaint to understand the issue and its root cause. This may involve reviewing relevant records and communication.
Resolution
We will work diligently to resolve your complaint as quickly as possible. If we require additional time to investigate or resolve the issue, we will keep you informed of the progress and provide an estimated resolution timeframe.
Communication
Throughout the process, we will maintain open and transparent communication with you. We will provide updates on the status of your complaint and any actions taken.
Resolution Outcome
Once we have resolved your complaint, we will communicate the outcome to you in writing. This will include details of the resolution and any actions taken to prevent similar issues in the future.
Escalation
If you are not satisfied with the resolution of your complaint, you may request that it be escalated for further review. In such cases, your complaint will be reviewed by a higher-level authority within our organisation.
Closing the Complaint
Once your complaint has been resolved to your satisfaction, we will consider it closed. We may also request feedback from you to help us improve our services.
Recording Complaints
We maintain records of all complaints and resolutions for quality assurance and improvement purposes.
Contact Information
If you have any questions or concerns about our Complaints Procedure, please contact us at: hello@thedivorceteam.co.uk
At The Divorce Team, we take your feedback seriously and are dedicated to addressing any concerns you may have. Please follow this procedure if you wish to make a complaint, and we will strive to provide a timely and satisfactory resolution. Last updated on 05.10.2023.