Address:
167 – 169 Great Portland Street,
Great Portland Street,
London,
England,
W1W 5PF

1. Introduction

At Leysen Associates Limited, we are committed to providing high-quality services to all our clients. However, we recognize that there may be occasions when our services do not meet your expectations. This Complaint Policy outlines our process for handling complaints to ensure they are resolved promptly and fairly.

2. Purpose

The purpose of this policy is to:

• Ensure that all complaints are handled in a consistent, fair, and timely manner.
• Provide a clear process for clients to follow when making a complaint.
• Improve our services based on feedback from our clients.

3. Scope

This policy applies to all complaints received by Leysen Associates Limited regarding any aspect of our services.

4. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about the standard of service, actions, or lack of action by Leysen Associates Limited or its staff, affecting an individual or group.

5. How to Make a Complaint

If you have a complaint, please contact us through one of the following methods:

In Writing:
Address your complaint to:
Complaints Department
Leysen Associates Limited
167 – 169 Great Portland Street,
Great Portland Street,
London,
England,
W1W 5PF

By Email:
Send your complaint to: complaints@leysenassociates.co.uk

By Phone:
Call our customer service team at: +44 (0) 203 916 5970

6. Information Required

To help us process your complaint efficiently, please provide the following information:

• Your name and contact details.
• A clear description of your complaint.
• Details of what you would like us to do to resolve your complaint.
• Copies of any relevant documents or correspondence.

7. Complaint Handling Process

Step 1: Acknowledgement
We will acknowledge receipt of your complaint within 5 working days of receiving it.

Step 2: Investigation
Your complaint will be investigated by a member of our management team. We may contact you for further information or clarification during this stage. The investigation will be conducted thoroughly and impartially.

Step 3: Response
We aim to provide a full response within 20 working days of acknowledging your complaint. If this is not possible, we will inform you of the reason for the delay and provide a revised timeframe.

Step 4: Resolution
Our response will outline the findings of the investigation and any actions we propose to take to resolve your complaint. If you are satisfied with the response, we will proceed with the proposed actions. If you are not satisfied, you can request a further review.

Step 5: Further Review
If you are not satisfied with the outcome, your complaint will be reviewed by a senior manager. We will aim to provide a final response within 20 working days of your request for a review.

8. Confidentiality

All complaints will be handled with the utmost confidentiality and in accordance with data protection regulations.

9. Continuous Improvement

We are committed to continuous improvement and will use the feedback from complaints to improve our services. We will regularly review this policy to ensure it remains effective and up-to-date.

10. Contact Us

If you have any questions about this Complaint Policy, please contact us at:
Email: info@leysenassociates.co.uk
Phone: +44 (0) 203 916 5970

Leysen Associates Limited
167 – 169 Great Portland Street,
Great Portland Street,
London,
England,
W1W 5PF

This Complaint Policy is effective as of 26/07/2024 and is subject to periodic review.