LLUK aims to maintain and deliver high standards of service at all times. Below you will find details of our compliments and complaints procedures.
Compliments
We welcome compliments and will forward these to the relevant individual and their line manager.
If you wish to register a formal compliment please e-mail it to compliments@lluk.org
Or send it in writing to: 5th Floor, St Andrew's House, St Andrew Street, London EC4A 3AY
We will acknowledge the compliment in writing within ten working days. We will also send a copy to each member of staff concerned and their line manager.
Complaints
Despite our very best efforts, there may be occasions when you feel that LLUK has not delivered the level of service to which you are entitled and believe you have cause to complain. We aim to deal with complaints fairly and objectively and to ensure that appropriate action is taken to improve the quality of service we provide.
The Process
If you have a problem please contact us by phone 0870 757 7890 to see if we can settle the matter informally. If that does not resolve the problem to your satisfaction, or you believe that approach to be inappropriate you may complain in writing or via e-mail to complaints@lluk.org.
We will acknowledge your complaint within 7 working days of receipt. We will refer it to the relevant Director or senior manager who will normally investigate your complaint and respond within 15 working days. If the investigation is likely to take more than 15 working days we will send you an interim reply giving reasons for the delay and a timescale for completion of the investigation.
If you are still not happy with the outcome of the investigation please write to the Director of Corporate Services (or, if you wish to complain about him/her to the Chief Executive), explaining why you are not satisfied. We will acknowledge your complaint within 7 working days of receipt. He/she will review your complaint and respond within 15 working days.
This is the final stage of our internal complaints process.
Monitoring of Complaints
We will monitor all compliments and complaints that are referred via this process to a Director and/or the Chief Executive. The outcome of our monitoring will be reported annually to our Finance and General Purposes Committee.
Confidentiality
Please note that in order to undertake any investigation we may need to disclose your name. We will also record your name in the complaints and compliments monitoring logs, but not in any summary reports prepared for internal or external use.
