Lucinda Ellery Consultancy Complaints Procedure

Client Information

If you have a complaint or concern about the service you have received from our staff, or any of our staff working in any of our departments, please let us know.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the Studio Manager. If your problem cannot be sorted out in this way and you wish to make a formal complaint, we would like you to let us know as soon as possible, ideally within a matter of days or at the most a few weeks. This will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint.

Complaints should be in writing to feedback@lucindaellery.com. A Senior Manager will contact you within 4 working days.

What we shall do

We shall acknowledge your complaint within 4 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation or a meeting with the people involved. When we look into your complaint, we shall aim to:

• Find out what happened and what went wrong
• Make it possible for you to discuss the problem with those concerned, if you would like this
• Make sure you receive an apology, where this is appropriate
• Identify what we can do to make sure the problem does not happen again

 

Please note that we can only correspond with you directly, unless you are under 18, in which case, we can correspond with a parent or guardian.