Complaints Procedure

GRS Recovery is committed to providing high-quality services.

Any complaints received are used as valuable information to help us improve.

If something goes wrong, or you are dissatisfied with our service(s), please tell us. This document outlines our complaints procedure, and how you can make a complaint. It also tells you what you can expect from us.

What is a complaint?

A complaint is an expression of dissatisfaction about our action, or lack of action, or about the standard of service provided by us or on our behalf.

What can I complain about?

You can complain about things like:

  • Failure to provide a service
  • Our quality of service
  • Treatment by or attitude of a member of staff
  • Delays in responding to your enquiries
  • Driving standards

Your complaint may involve more than one service.

Who can complain?

Anyone can make a complaint to us.

How do I complain?

You can complain to us in writing. When complaining, please tell us:

  • Your name and contact details
  • As much information as you can about the complaint
  • What has gone wrong
  • How you want us to resolve the matter

What happens when I have complained?

Stage 1: Frontline Resolution

We aim to resolve complaints quickly. This could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem.

If we can’t resolve the complaint at this stage, we might suggest that you take your complaint to Stage Two.

Stage 2: Investigation

Stage Two deals with complaints that have not been resolved at Stage One or are of a complex nature and are immediately apparent that detailed investigation is required.

When using Stage Two, where appropriate we will discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for.

We will provide a full response within 20 working days. If the investigation is particularly complex and we need longer than 20 working days to resolve the problem, we will keep you updated on progress.

Contact Us

Please put complaints in writing to:

Complaints
GRS Recovery
Unit J Elliott Road
Bournemouth
BH11 8JR