Our approach
We aim to provide a professional, straightforward service. If something falls short, we want to hear about it — we treat every complaint as a chance to put things right and to improve. This policy explains how to raise a concern and what you can expect from us.
How to make a complaint
Please email enquiries@xdrpartners.com with “Complaint” in the subject line, or write to us at our registered office. To help us respond quickly, please include:
- your name and the best way to reach you;
- what happened, and when;
- who you dealt with, if you know; and
- what you’d like us to do to put it right.
What happens next
- Acknowledgement — we will acknowledge your complaint within five working days.
- Investigation — a member of the team not directly involved will look into it fairly and impartially.
- Response — we aim to give a full written response within twenty working days. If we need longer, we will tell you why and keep you updated.
If you’re still not satisfied
If we cannot resolve your complaint between us, you may be able to refer it to the relevant professional body or ombudsman for the service in question. For complaints about how we have handled your personal data, you can contact the Information Commissioner’s Office (ICO) at ico.org.uk.
Contact
Email enquiries@xdrpartners.com and we’ll make sure your complaint reaches the right person.