Complaints Policy

Internal Complaints Procedure

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the PRS to consider without our final viewpoint on the matter).

In the first instance your complaint should be sent by email/post to:

Name: Paul Martin

Position: Manager

Email: paul@loea.co.uk

Address: Suite 2a Blackthorn House, Birmingham B3 1RL

What will happen next?

• We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally be dealt with by the person named above who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
• If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from the PRS without charge.

You will need to submit your complaint to The PRS within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The PRS requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.