Client Complaints Policy & Procedure

1. Purpose of This Policy

At Eden Smith, we are committed to delivering high‑quality services and building strong, trusted relationships with our clients. If something hasn’t met your expectations, we want to hear from you so we can put things right quickly and learn from the experience.

This policy explains how you can make a complaint and outlines our internal complaints‑handling process from start to finish.

2. How to Make a Complaint

If you are dissatisfied with any aspect of our service, please contact us using one of the methods below:

a. By Email

Send the details of your concern to:
info@edensmith.co.uk
(If your engagement is with a specific team member, you may copy them in for awareness.)

b. By Phone

0203 854 0250
Please ask for the Operations Team, who will log your complaint and ensure it is directed appropriately.

c. In Writing

Eden Smith
26 Dorset Gardens

Rochford

Essex

What Information to Include

To help us resolve your concern efficiently, please include:

• Your name and organisation
• Contact details
• A clear description of the issue
• Any relevant dates, documentation, or names of team members involved
• What outcome you feel would be fair or helpful

3. Our Complaints Handling Process

We follow a clear, fair, and structured process to ensure all complaints are handled consistently and professionally.

Stage 1 - Acknowledgement (Within 2 Working Days)

Once we receive your complaint, we will:

• Log it in our internal complaints register
• Acknowledge receipt via email or phone
• Confirm the name of the person responsible for reviewing your case (usually the Marketing & Operations Director or relevant department lead)

Stage 2 - Investigation (Within 10 Working Days)

The assigned lead will:

1. Review the details of the complaint
2. Speak with any involved team members
3. Gather supporting information such as emails, call notes, or documentation
4. Assess whether any service standards or internal procedures were not met

If more time is required due to the complexity of the issue, we will update you and provide a revised timeline.

Stage 3 - Response & Resolution (Up to 15 Working Days)

Once the investigation is complete, we will contact you with:

• A clear explanation of our findings
• Any steps already taken to address the issue
• Any corrective actions or improvements we will implement
• A proposed resolution

Resolutions may include:

• An apology
• Clarification or corrective communication
• Additional support or remedial action
• Process improvements to prevent similar issues occurring again

Stage 4 - Escalation (If Required)

If you feel the outcome has not resolved your concerns, you may request an escalation. Your complaint will then be reviewed by a senior leader such as the CEO or CRO (depending on the nature of the issue).

We will complete the escalation review within 10 working days wherever possible.

4. External Escalation

If, after exhausting our internal process, you still feel your complaint has not been handled fairly, you may have the right to escalate the concern to a relevant external body.

Examples (depending on nature of services):

• The Information Commissioner’s Office (ICO) – for matters relating to personal data, privacy, or information governance.
• Professional or regulatory bodies associated with the specific nature of the service we were providing.

We will signpost you to the correct body if your complaint qualifies for external review.

5. Our Commitment to You

We aim to:
✓ Handle your complaint promptly, fairly, and with transparency
✓ Treat you respectfully at all times
✓ Learn from every complaint and improve our services
✓ Keep your information confidential and compliant with GDPR
✓ Make the process as straightforward as possible

6. Continuous Improvement

All complaints are reviewed quarterly by our executive leadership team to identify trends, highlight risks, and improve our internal processes, training, and service delivery standards.

Executive Leadership Team

Contact us any time