Complaints Policy and Process

Complaints Policy and Process

1. Introduction

At Diane The Celebrant, we are committed to providing high-quality celebrant services. We value feedback from our clients and take complaints seriously. This policy outlines our process for handling complaints to ensure they are resolved promptly and fairly.

2. Definition of a Complaint

A complaint is any expression of dissatisfaction regarding the services provided by Your Essex Celebrant, whether it concerns the quality of service, conduct of the celebrant, or any other issue related to the celebrant services.

3. How to Make a Complaint

3.1 Informal Complaints

  • Clients are encouraged to raise any concerns informally with Diane Birch as soon as they arise. Often, issues can be resolved quickly through direct communication.

3.2 Formal Complaints

  • If the issue is not resolved informally, or if the client prefers to make a formal complaint, the complaint should be submitted in writing.

  • Formal complaints can be sent via email to Robert@arlee.co.uk or by mail to Mr R. Woodcock, A R Lee & Co, Clarence Street Chambers, 32 Clarence Street, Southend-on-Sea, Essex, SS1 1BD

4. Information Required

When submitting a complaint, please provide the following information:

  • Your name and contact details

  • Date and details of the ceremony

  • A clear description of the complaint

  • Any relevant documents or evidence

  • Your desired outcome or resolution

5. Acknowledgment of Complaints

  • Upon receipt of a formal complaint, we will acknowledge it within 14 business days.

  • The acknowledgment will include the name of the person handling the complaint and an expected timeframe for resolution.

6. Investigation Process

  • The complaint will be thoroughly investigated by Diane Birch or a designated representative.

  • We may contact you for further information or clarification during the investigation.

7. Resolution and Response

  • We aim to resolve all complaints within 14 business days of acknowledgment.

  • Once the investigation is complete, we will provide a written response outlining our findings, any actions taken, and the proposed resolution.

8. Escalation

  • If you are not satisfied with the response to your complaint, you may request that it be reviewed by an independent mediator.

  • The request for escalation should be made in writing within 14 days of receiving our response.

9. Confidentiality

  • All complaints will be handled confidentially, and information will only be shared with those involved in the investigation and resolution process.

10. Record Keeping

  • We will keep a record of all complaints, investigations, and resolutions for 2 years.

  • These records help us improve our services and prevent similar issues in the future.

11. Continuous Improvement

  • We regularly review our complaints policy and process to ensure they remain effective and fair.

  • Feedback from complaints is used to improve our services and enhance client satisfaction.

12. Contact Information

For any questions or to submit a complaint, please contact: Diane Birch, +447887947163, email; hello@dianethecelebrant.co.uk