How we handle your complaint...
At TBMC, we are committed to providing a high standard of service. However, we appreciate that we don’t always get it right. When this happens we want you to tell us about it. Our Head of Operations will review all customer feedback and address issues accordingly.
This page explains how we handle any complaint you may have and aims to demonstrate our commitment to customer service.
When and how will you hear from us...
If we are able to resolve your complaint within three working days, we will send you written confirmation of this
Where we cannot resolve your complaint within three working days, we will send a written acknowledgement within five working days. We will then undertake a full investigation, to enable us to make an informed assessment of your complaint.
We will send you a final response within eight weeks, which will:
- Let you know the outcome of our investigation
- If appropriate, advise you of what we intend to do to rectify the problem
- If we disagree with your complaint, clearly explain the reason why
Throughout the eight week investigation or until a final response is issued, we will keep you informed of our progress and we may contact you to ask you to provide further information regarding the issues you have raised.