Complaints Policy

Purpose

We are committed to providing high-quality services and value feedback from our customers. This policy outlines how we handle complaints to ensure they are resolved fairly, consistently, and promptly.

What is a Complaint?

A complaint is any expression of dissatisfaction about our products, services, staff, or the way a service has been delivered.

How to Make a Complaint

Customers can submit complaints through the following channels:

• Email: Enquiries@diamondbrothers.co.uk
• Phone: + 44 7394 551829
• In writing: Diamond Brothers, 13 South Molton Street, Mayfair, W1K 5QW
• In person: Same as above

Please provide as much detail as possible, including your name, contact information, and a description of the issue.

Acknowledgement of Complaints

We will acknowledge receipt of your complaint within 2 working days.

Investigation Process

• Complaints will be reviewed by the appropriate team or manager.
• We may contact you for further information if needed.
• We aim to resolve complaints within 10 working days.

Response and Resolution

You will receive a clear response outlining:

• The findings of our investigation
• Any actions taken
• Proposed resolution

If we cannot resolve your complaint within the stated timeframe, we will keep you informed of progress.

Escalation Process

If you are not satisfied with the outcome, you may request a review by a senior manager by contacting us within 14 working days of receiving our response.

Confidentiality

All complaints will be handled confidentially and in accordance with data protection laws.

Continuous Improvement

We use complaints as an opportunity to improve our services and prevent future issues.

Policy Review

This policy will be reviewed regularly to ensure it remains effective and up to date.