If something has gone wrong.
Complaints are usually the fastest way for us to fix something we cannot see from the inside. Here is how to raise one, and what to expect from us in response.
When to complain.
If any part of your experience with Truestay Growth Ltd falls short, we want to know. That includes advice you feel was wrong, communication that let you down, missed deadlines, invoicing that did not match the scope, or anything else you think we should hear.
We take complaints seriously because they are usually the fastest way for us to fix something we cannot see from the inside.
How to complain.
Please send an email to Team@truestayltd.co.uk with the subject line "Complaint" and the following details:
- Your name and how to reach you.
- What happened, in your own words. Dates and any reference numbers help.
- What you think a good outcome would look like.
If email is not practical, write to Truestay Growth Ltd, 282 Leigh Road, Leigh-on-Sea, Essex SS9 1BW. Mark the envelope "Complaint" so we can log it correctly.
What happens next.
We will acknowledge your complaint within 3 working days. It will be reviewed by the person responsible for the engagement, and, where appropriate, by someone independent of the engagement.
We will investigate, respond in writing with what we found, and set out any steps we propose to put things right. If we agree we got something wrong, we will say so plainly and act on it.
Timeframes.
- Acknowledgement. Within 3 working days of receipt.
- Substantive response. Within 20 working days of acknowledgement, in the majority of cases.
- Complex matters. If a complaint needs longer, we will tell you why and give you an expected date.
If you are still unhappy.
If our response does not resolve things, please tell us. We can review the matter again with someone senior. If, after that, you remain unhappy, external routes are available depending on the nature of the complaint. These include the Small Business Commissioner for payment or contract disputes, or the courts of England and Wales for legal disputes.
For data protection complaints specifically, the Information Commissioner's Office at ico.org.uk is the relevant regulator.