We take all complaints seriously. If something has not gone as it should, we want to know about it, and we are committed to handling your complaint promptly, fairly and with respect.

How to Raise a Complaint

In the first instance, please contact us directly. Most issues can be resolved quickly with a straightforward conversation.

Email: [email protected]
Telephone: 01326 536077
Post: Fully Coded Solutions Limited, Barn Owl Cottage, Chapel Hill, Ponsanooth, TR3 7ET, United Kingdom

Please include as much detail as you can about the nature of the complaint, the service or project it relates to, and any steps you have already taken to resolve it.

What Happens Next

Acknowledgement

We will acknowledge your complaint within two working days of receiving it. The acknowledgement will confirm who is handling it and give you an expected response date.

Investigation

We will investigate the complaint thoroughly and fairly, reviewing records, speaking to the people involved and gathering the information needed to respond properly.

Response

We aim to provide a full response within ten working days of receiving your complaint. Where a complaint is complex and requires more time, we will let you know and keep you updated.

Resolution

Our response will set out our findings, any action we intend to take and, where appropriate, any remedy we are offering.

If You Are Not Satisfied

If you are not satisfied with our response, please let us know and we will review the complaint again. For complaints relating to data protection or the handling of personal data, you also have the right to refer the matter to the Information Commissioner’s Office at ico.org.uk.

Confidentiality

All complaints are handled in confidence. We will use the information you provide only to investigate and respond to your complaint.

Learning From Complaints

We review complaints regularly to identify patterns or recurring issues and to improve our services. We treat complaints as an opportunity to do better, not as a problem to be managed.