Complaints Policy
How to raise a concern with us, and what we will do about it.
1. Our approach
We aim to get things right first time, but if you are unhappy with any aspect of our service or this website, we want to hear about it. Complaints are handled seriously, promptly and without charge, and raising one will never adversely affect how we treat you.
2. How to complain
You can complain by email to contact@proactivegrp.pro or in writing to The Proactive Group Limited, Unit 2, Hawthorne Court, Howley Park Road, Morley, Leeds, England, LS27 0FD. Please include your name and contact details, a description of the issue, what you have already discussed with us (if anything), and what outcome you are looking for.
3. What we will do
- Acknowledgement — we will acknowledge your complaint within three working days of receiving it.
- Investigation — your complaint will be investigated by a director who, wherever possible, was not directly involved in the matter complained about.
- Response — we will send a full written response within fifteen working days. If the matter is complex and we need longer, we will tell you why and when to expect our response.
- Resolution — where we have got something wrong, we will say so, apologise, and put it right where we reasonably can.
4. If you remain dissatisfied
If you are not satisfied with our final response, you may ask for the matter to be reviewed once more at director level, setting out why. For contractual disputes, our engagement terms set out the applicable dispute resolution process; nothing in this policy affects your legal rights.
5. Learning from complaints
We keep a record of complaints and their outcomes and review them periodically so that lessons are fed back into how we work.