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Complaints Policy 2020

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Marc Le Galle is committed to providing a high-level service to our customers. If you do not receive satisfaction from us we need to hear from you. This will help us to improve our standards.

Therefore, we aim to ensure that:

  • making a complaint is as easy as possible

  • we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response

  • we deal with it promptly, politely and confidentially

  • we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:

  • resolve informal concerns quickly

  • keep matters low-key

  • enable mediation between the complainant and the individual to whom the complaint has been referred.

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

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Complaints Procedure

If you have a complaint, please contact Marc Le Galle.

You can write to him at: Marc Le Galle, Cardoness Cottage, Back Lane, Chapel Allerton, Somerset BS26 2PG.

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Next steps

  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. You can expect to receive our letter within 5 working days of us receiving your complaint.

  2. We will record your complaint in our Complaints Register within a day of having received it

  3. We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 5 working days of your reply.

  4. We will then start to investigate your complaint. This will normally involve the following steps;

    • We may ask for information from other people involved

    • We will then examine the information obtained. If necessary we may ask you to speak to them. This will take up to 4 days from receiving their reply.

    • Marc Le Galle will then invite you to meet him to discuss and hopefully resolve your complaint. He will do this within 5 working days of the end of our investigation.

  5. Within 2 days of the meeting Marc Le Galle will write to you to confirm what took place and any solutions he has agreed with you. If you do not want a meeting or it is not possible, Marc Le Galle will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 5 working days of completing her investigation.

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