Last Updated: 03/10/2025

Roderick Crawford Consultancy is committed to providing the highest standard of service. We take all complaints seriously and aim to resolve concerns quickly, fairly, and transparently. This Complaints Policy explains how you can raise a complaint, how it will be handled, and what you can expect from us.

1. Scope

1.1 This Policy applies to complaints relating to our consultancy services, conduct, or the use of our Website.
1.2 It does not cover employment-related matters or disputes with third parties outside our control.

2. How to Make a Complaint

2.1 If you wish to make a complaint, please contact us in writing by email at roderick@roderickcrawford.com with the following details:

• Your full name and contact information;

• A clear description of your complaint;

• Relevant dates, supporting documents, or communications;

• The outcome you are seeking.

2.2 Complaints may also be submitted by post to our registered business address, which will be provided upon request.

3. Acknowledgement and Response

3.1 We will acknowledge receipt of your complaint within five (5) working days.
3.2 We will investigate the complaint promptly and objectively.
3.3 A full written response will be provided within twenty (20) working days. If more time is needed, we will explain why and provide a revised timescale.

4. Resolution

4.1 Where a complaint is upheld, we will take appropriate remedial action, which may include:

• An explanation or apology;

• Corrective action to resolve the issue;

• Changes to our processes or services to prevent recurrence.

5. Escalation

5.1 If you are dissatisfied with our initial response, you may request that the matter be reviewed by a senior consultant.
5.2 The senior consultant’s decision will be final.

6. Records

We will keep a confidential record of all complaints received, actions taken, and outcomes achieved. Records are retained in accordance with our Privacy Policy and data protection obligations.

7. Governing Law

This Policy shall be governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.