Complaints Procedure

Kath & Kin – Complaints Procedure

Kath & Kin aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with the organisation.

If you are not happy with Kath & Kin please tell us. If you are unhappy about the products or service, please speak to the relevant staff member, manager or Director.

If you are unhappy with an individual dealing with the complaint, sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak to the staff member's manager or the Director.

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.

Making a written complaint If you are not satisfied with our response or wish to raise the matter more formally, please write to the Director/Chief Executive. All written complaints will be logged. You will receive a written acknowledgement within three working days. The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

Please use the contact form on the website if you have a complaint that you need investigating. We will do our utmost to ensure that your concerns are dealt with professionally.