Complaints Procedure

Our procedure for resolving promptly, fairly, and effectively

1. Introduction

Expert Court Reports Ltd is committed to providing high-quality services to our clients. However, we understand that there may be times when clients may not be satisfied with our services. To address such concerns, we have established a clear and transparent complaints procedure to ensure that any issues are resolved promptly, fairly, and effectively.

2. Complaints Procedure Overview

Our complaints procedure consists of two stages:

  • Stage 1: Complaint Handling by our Complaints Handler, Clair Foster
  • Stage 2: Appeal Process, overseen by our Director, Andrew Iles

3. How to Make a Complaint

If you wish to make a complaint, please follow these steps:

Step 1: Contact our Complaints Handler, Clair Foster, in writing or by email at the following address:

Mrs Clair Foster
Expert Court Reports Ltd
Office 2, 266 Banbury Road
Oxford, OX2 7DL

Email: office@expertcourtreports.co.uk

Please provide a clear description of your complaint, including any relevant details and supporting documents. Please include the following information in your written complaint:

a. Your full name, contact information.

b. A detailed description of your concern or complaint, including dates, names of individuals involved, and any relevant details.

c. Any actions you have taken to try to resolve the issue and the outcome of those actions.

d. What you would consider to be a satisfactory resolution to your complaint.

Step 2: Your complaint will be acknowledged within five working days of receipt. Clair Foster will investigate your complaint thoroughly and impartially. We aim to provide a written response within 14 working days, detailing the outcome of our investigation and any actions we have taken or will take to address your concerns.

4. Extended Investigation Timetable

In exceptional circumstances, if we cannot conclude an investigation within the specified 14 working days, we will promptly inform the complainant in writing or via email, explaining the reasons for the delay and providing an updated timetable for when they can expect to receive a response.

5. Appeal Process

If you are not satisfied with the outcome of your complaint, you may request an appeal. To do so, please contact our Director, Andrew Iles, in writing at the following address:

Dr Andrew Iles
Director Expert Court Reports Ltd
Office 2, 266 Banbury Road
Oxford
OX2 7DL

Please provide the reasons for your appeal and any additional information that may be relevant. Your appeal will be acknowledged within five working days of receipt. Andrew Iles will review the complaint and the initial investigation and provide a written response within 14 working days.

6. Commercial Mediation

If you are not satisfied with the outcome of the appeal process, you may seek mediation.  Expert Court Reports Ltd supports mediation via CEDR Services Ltd, an alternative dispute resolution service provider.  CEDR specialises in the resolution of commercial disputes and deadlocked negotiations, from small claims to disputes valued in the millions.

To read more, visit:

https://www.cedr.com/commercial/telephone-and-online-mediations/

7. Record Keeping

Expert Court Reports Ltd will maintain records of all complaints and their outcomes for a period of at least six years. This information will be used to monitor and improve the quality of our services.