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Complaints Policy & Procedure

The Barker Ross Group is committed to providing good quality services and do not look on complaints as unwanted. In fact, they may help us to see where our services or procedures might be improved. So do let us know where you feel we have made a mistake or done something which you found unsatisfactory or unacceptable. Even if you do not think your particular concern amounts to a ‘complaint’ we would still like to know about it. You may help us to deal with something we would otherwise overlook.

Step 1: Contacting us

The first step is to talk to our Group Quality Manager, Dominic Hunter at the Barker Ross Group, this can be done by telephone 0116 204 7659, post Ground Floor, Mercury Place, 11 St. George Street, Leicester, LE1 1QG or email complaints@barkerross.co.uk

We will then send you a letter or email, within 5 working days, acknowledging your complaint and confirming its receipt.  We will then record your complaint on our database and start to investigate on your behalf.

The Group Quality Manager will send you a full response to your complaint with any supporting documents.  If the Group Quality Manager consider it appropriate, he may wish to discuss the events surrounding your complaint directly with you.

Step 2: Taking your complaint further.

We hope you will only feel the need to make a formal complaint as a last resort and that you will complain to the person dealing with the matter first to give them a chance to put things right. However, if you are still unhappy, the next step is to put your complaint in writing or by telephone to the Director, setting out the details, explaining what you think went wrong and what you feel would put things right. If you are not happy about writing a letter, you can always ask a member of staff to take notes of your complaint.

Your complaint will be acknowledged in writing within 2 working days of receiving it and the email/letter will say when you can expect a full response. This should normally be within 7 working days unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a full response.

If you are still not satisfied with the outcome of your complaint, you can contact the REC, the industry trade association of which we are a member by writing to the Professional Standards Manager, REC, 15 Wellbeck Street, London, W1G 9XT

How to make a complaint:

E mail:

complaints@barkerross.co.uk 

Write to: 

Barker Ross Group
Ground Floor, Mercury House,
11 St. George Street
Leicester
LE1 1QG

 

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