Complaints

Step 1: Making a Complaint

 

• Contact Us: If you are not satisfied with the service provided, we encourage you to contact us as soon as possible.

 

You can lodge your complaint by:

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• Email: hello@trueadapt.co.uk

• Phone: 0800 321 3362

• Post: Unit D4, Riverside Industrial Estate, Bridge Road, Littlehampton, BN175DF.

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• Information to Include: Please provide as much detail as possible about your complaint, including:

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• Your name and contact details

• A detailed description of your complaint

• Any relevant dates and times

• Names of any staff involved (if known)

• How you would like us to resolve your complaint

 

Step 2: Acknowledgement of Your Complaint

 

Within 3 working days of receiving your complaint, we will send you an acknowledgement. This will confirm we have received your complaint and outline the next steps.

 

Step 3: Investigation

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Your complaint will be assigned to a dedicated complaints manager who will:

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• Review the details of your complaint thoroughly

• Speak to any employees involved

• Gather all relevant information and documents

• We aim to complete investigations within 15 working days. If we need more time, we will inform you, providing reasons and an estimated completion date.

 

Step 4: Resolution

 

Once the investigation is complete, we will contact you to discuss the findings, any actions we have taken, and propose a resolution. We strive to resolve complaints to the satisfaction of all parties involved, but if you are not satisfied with the outcome, you can request a review.

 

Step 5: Review

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Should you not be satisfied with the initial resolution, you can request a review by writing to the Director at Oliver@trueadapt.co.uk or James@trueadapt.co.uk. Please explain why you are dissatisfied and what outcome you are seeking.
The Director will review your complaint and the initial investigation, aiming to provide a final response within 10 working days.

 

Step 6: External Resolution

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If, after the review, you feel that your complaint has not been resolved satisfactorily, we will provide information on external bodies you may contact (such as trade associations or regulatory bodies relevant to our industry).

 

Confidentiality

 

All complaints will be handled confidentially and in accordance with our privacy policy, ensuring your personal information is protected.

 

Feedback

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We welcome feedback on our complaints process. If you have suggestions for improvement, please email hello@trueadapt.co.uk.

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Thank you.