1.  Notice of complaint

Should a client have a complaint of any kind relating to work undertaken by the Company they should, wherever possible put the complaint in writing, by e-mail or by telephone to Olga Aikin within four weeks of becoming aware of the grounds for complaint.  We reserve the right to decline to consider any complaint made six months after the client has become aware of the grounds for complaint. We may waive this right at our discretion.

Wherever possible we will acknowledge receipt of the complaint within five working days. As a small organisation this cannot be guaranteed during periods of our absence from the office. In such a case the receipt will be sent as soon as possible.

The notice of complaint should be accompanied by details of the grounds on which the complaint is based.

2.  Consideration

Olga Aikin will consider the complaint and may seek more information from the complainant and persons involved in the work which is the subject of the complaint. It may be necessary to hold a meeting of the parties concerned.

3.  Result

Olga Aikin will endeavour to reach a conclusion on the complaint within four weeks of having received notification. The client will be informed if the conclusion will be delayed and the reason for it.

The client will also be informed that, should they be dissatisfied with the delay, they may complain to the Claims Management Regulator.

4.  Appeal

Should the client still not be satisfied they may appeal. The appeal will be considered by a person who has not previously been involved in either the work or consideration of the complaint.

5.  Redress        

If we decide that some form of redress is necessary for any acts or omissions for which we are responsible we will provide you with either fair compensation or make some other offer of redress. Appropriate redress will not always involve financial redress. We will comply with any offer of redress accepted by the client.

6.  Claims Management Regulator

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the matter to

Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE 14 9DP

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Tel 0845 450 6858

The Claims Management Regulator can review the handling of the complaint and can give a direction on the handling of the complaint. However he cannot determine the complaint or award compensation.