Complaints,
handled clearly.

What this policy covers

This policy applies to complaints relating to services provided by BUCKNALL & BUCKNALL LIMITED, including concerns about:

• The agreed scope or handling of a consultancy service.
• Communication about an agreed service or requirement.
• The delivery of an agreed written or digital output.
• Administrative handling of an enquiry or service.
• A concern about whether an agreed requirement was addressed.

Information that helps

Where possible, please provide enough information for us to identify the service and understand the issue.

• Your full name and contact details.
• Business or organisation name, where relevant.
• The service or enquiry concerned.
• The date or approximate date of the relevant communication or service.
• A clear description of the concern.
• The outcome or resolution you are seeking, if applicable.
• Relevant emails, documents or other information that may assist the review.

You do not need to provide information that is not relevant to the complaint. Please avoid sending unnecessary personal information about other individuals.

Contact us directly

Complaints should normally be submitted by email so that the relevant details can be reviewed accurately and retained with the related service correspondence.

If you first raise the matter by telephone, we may ask you to provide the details by email so that the complaint and our response can be recorded accurately.

What happens next

We aim to acknowledge a complaint within 3 working days of receiving it.

The acknowledgement may confirm that the matter has been received, identify any information we need and explain the next stage of the review.

Where the complaint contains sufficient information, we will begin reviewing the relevant service records, communications and agreed scope.

How we review a complaint

The review will normally consider the information available to us, including the original requirement, agreed service scope, communications, relevant documents and any output supplied.

Our response timeframe

We aim to provide a substantive response within 10 working days where the complaint is sufficiently clear and the relevant information is available.

Some complaints may require additional information or a more detailed review. Where a response cannot reasonably be completed within this timeframe, we will explain the reason and provide an updated indication of when a further response is expected.

Our response will normally explain what we have considered, the position reached from the information available and any practical action that is appropriate.

Possible outcomes

Depending on the circumstances, a complaint may result in:

• Confirmation that the service was delivered in accordance with the agreed scope.
• Clarification of information, communication or an agreed requirement.
• A correction where an agreed output requires a reasonable correction within scope.
• An agreed practical step to address an identified service issue.
• Consideration of a service adjustment where appropriate and separately agreed.
• An explanation where the requested outcome falls outside the original agreed scope.

Any refund, cancellation or other financial adjustment will be considered in accordance with the applicable service terms and relevant legal rights. This complaints process does not remove those rights.

Complaints and agreed scope

Our consultancy services are supplied against a defined service description, working format and output where applicable.

A complaint about an agreed service will therefore be considered against the scope confirmed for that service. Requests for additional work, new deliverables or materially different requirements may fall outside the original service scope and may need to be discussed separately.

Keeping communication constructive

We will handle complaints professionally and expect communication to remain reasonable and relevant to the matter being reviewed.

Where repeated correspondence does not provide new information, we may consolidate our response rather than repeat the same explanation.

Where a complaint is unclear, we may ask for clarification before completing the review.

Where a complaint concerns a matter outside our services or responsibility, we will explain this where we can and identify any relevant information available to us.

Information used during a complaint

Information supplied as part of a complaint will be handled in accordance with our Privacy Policy and applicable data protection requirements.

We will use complaint information primarily to investigate and respond to the matter, maintain appropriate service records and meet relevant legal or administrative requirements.

Where information from another person or organisation is relevant, we will consider whether it is appropriate to use or disclose that information in the circumstances.

Complaint records

We may retain appropriate records of complaints, correspondence, supporting information and responses so that we can demonstrate how a matter was considered and identify service improvements.

Records will be retained in accordance with our information retention practices and applicable legal requirements. We do not retain complaint information indefinitely where there is no continuing business, legal or administrative reason to do so.

Other information

This policy should be read alongside the terms and policies that apply to the relevant service.

• Service Delivery Policy — information about service scope, delivery and outputs.
• Service Cancellation Policy — information about cancellations and applicable timeframes.
• Service Refund Policy — information about refunds and applicable processes.
• Terms & Conditions — general terms applicable to the services.
• Privacy Policy — information about how personal information is handled.

If the matter remains unresolved

If you remain dissatisfied after receiving our response, you may reply to the complaint correspondence explaining why you consider the matter unresolved and provide any additional information that you believe should be considered.

We will review the additional information where appropriate and confirm whether any further action is available within the scope of our service and the circumstances of the complaint.

Nothing in this policy limits any statutory or contractual rights that may apply to you.

We are here to hear the concern

If something about an enquiry or agreed service needs attention, please contact us directly with the relevant details.