APEC Complaints Procedure.
We aim to provide a high standard in all areas of our business; however, if any issue arises we welcome all suggestions, comments and complaints as they help us to build on our service.
Most issues can be dealt with by making contact with one of the business in our network that you have dealt with, as they will do their best to resolve the matter quickly.
2. Making a Complaint
If you feel that our service; or the service of one of the companies in our network, has not met your expectations then please get in touch. Alternatively, if any issues you have experienced have not been resolved by the company in question, then you can make a formal complaint to us. We aim to respond to every complaint that we receive promptly and efficiently.
3. How to Make a Complaint
You can make a complaint:
• In person
• Through one of our members of staff
• Through an advocate or representative
• In writing
You can write to us at:
0117 428 8100
4. How We Handle Complaints
We will ensure that your complaint is investigated by whoever is best placed to find a resolution for you in the business. We will normally get back to you by phone, so please make sure you provide the best phone number for us to contact you. If a phone call is not possible, we will respond to you in writing.
5. Time Limits
We aim to deal with all complaints within 3-5 working days. If your complaint cannot be resolved in this time, we will keep in touch and let you know what the status is.
Once we have finished investigating your complaint, we will be able to provide:
• Details of any findings we have made regarding your complaint.
• Any action we have taken to improve.
• Our proposals to resolve your complaint.
6. Further Steps
If at any point you are unhappy with how your complaint is being handled you can contact [email protected] after 30 days as you may be eligible to discuss your complaint with them.