A Step-by-Step Guide to our Complaints Procedure
How we will treat your complaint
We do everything we can to make sure our customers get the best possible service. However, sometimes, we don't get things right. When that happens, we always encourage you to tell us about your concerns or complaint, so that we can put matters right for you.
We want to:
- Make it easy for you to tell us about your complaint
- Give your complaint the attention it deserves
- Resolve your complaint without delay
- Make sure you are happy with how your complaint is resolved
How and where to complain
If you are not satisfied with any aspect of our service, you can tell us about your concerns in the following ways.
In person - visit CATG and speak to one of our staff. We are open from 9am to 5pm Monday to Friday. 29a Princes Crescent, Morecambe, Lancashire, LA4 6BY
In writing - address your letter to Glenn Sharples at CATG, 29a Princes Crescent, Morecambe, Lancashire, LA4 6BY
Glenn will telephone you or visit your site to discuss your complaint.
How long will it take?
We will aim to solve your concern straight away
On receipt of your complaint, we will confirm whether the complaint relates to CATG.
We will log your complaint and acknowledge it and confirm all details you are unhappy with.
We will contact you regularly until your complaint has been resolved.
If we have not been able to resolve your complaint within one week, we will call and write to tell you:
- Why we have not yet received your complaint
- Who is dealing with your complaint and their details
- When we will contact you again
If together we cannot reach an agreement, we will send you:
- A letter giving our reasons for the delay and an indication of when we expect to provide a resolution, or
- Refer your complaint to our Board of Governors. They will issue the CATG final response letter, which will explain our position
If at any time, you are unhappy with the way we are dealing with your complaint
Our aim is to resolve your complaint as quickly as possible and to your complete satisfaction. If you are not satisfied with our action or explanation, the member of staff dealing with your complaint will be happy to discuss your concerns further.
However, if you remain unhappy, you can ask for your complaint to be reviewed by Glenn Sharples or our Board of Governors. They will review your complaint and will aim to give you a full response within two weeks. If our investigation is likely to take longer, we will keep you fully informed of their progress.