Complaints Policy
Cruinn Consulting is committed to providing a high level service to our customers. If you do not receive satisfaction from us, we need you to tell us about it. This will help us to improve our standards.
Complaints Procedure
If you have a complaint, please contact David Sutherland, Director by phone 07867673596
in the first instance so that we can try to resolve your complaint informally.
At this stage, if you are not satisfied, please contact Claire Gillespie, Director. You can write to her at: The Schoolhouse, 101 Portman St, Kinning Park, Glasgow G41 1EJ.
Next steps
1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 2-5 days of us receiving your complaint.
2. We will record your complaint in our central register within a day of having received it.
3. We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 2-5 days of your reply.
4. We will then start to investigate your complaint. This will normally involve the following steps;
• We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
• We will then examine the member of staff’s reply and the information you have provided for us. If necessary we may ask you to speak to them. This will take up to 4 days from receiving their reply.
5. Claire Gillespie will then invite you to meet her to discuss and hopefully resolve your complaint. She will do this within [5] days of the end of our investigation.
6. Within 2 days of the meeting Claire will write to you to confirm what took place and any solutions she has agreed with you.
• If you do not want a meeting or it is not possible, Claire will send you a detailed reply to your complaint. This will include her suggestions for resolving the matter. She will do this within 5 days of completing her investigation.
If we have to change any of the time scales above, we will let you know and explain why.
NOTE: In any event, we will comply with any statutory procedures that may relate to your complaint.
