If you have concerns regarding the service, please tell me as soon as possible so that I can try to resolve the issue. If I am unable to resolve the issue and you wish to make a complaint, then please do so in writing by email (firstname.lastname@example.org) or by letter/verbally if necessary. Please tell me how you would like your complaint to be resolved, e.g. by a telephone consultation, meeting or written response.
I will acknowledge your complaint in writing within 5 working days. I will provide a written report summarizing the complaint, investigation findings and any changes to the service. A copy of this report will be sent to the CAA.
I hope that this process will provide satisfactory responses to and resolution of complaints. if this is not the case then I would welcome feedback and will review the process accordingly.