Making a complaint Occasionally we do not get things right and our service falls short of the high standards to which you are entitled. We take all complaints very seriously and investigate each one promptly and fairly. If you have experienced poor service, please do tell us so we can deal with your concerns as soon as possible. This complaints policy explains what you need to do if you want to make a complaint, and what you can expect from us. How to complain By telephone: Please call +44 (0) 1565 743862 between 9.00am and 5.00pm Monday to Friday, except bank holidays. The person you speak to will give their name so you have a point of contact. By email: Please send your email to info@vds-training.co.uk By post: Please write to VDS Training Services Limited, 4 Haig Court, Parkgate Estate, Knutsford, Cheshire, WA16 8XZ. To help us to help you To help us deal with your complaint more effectively please: • Mark your letter or email “Complaint” and keep a copy • Give your full name and full postal address, including postcode • Provide a daytime telephone number where we can call you if we need to • Outline your complaint clearly, including relevant dates. Set out the facts in the order in which they happened, avoiding unnecessary detail and repetition • Tell us clearly what you would like us to do as a result of your complaint • Enclose copies of documents if these are relevant, keeping the originals • Include any further information you think we may need to know. What happens next? If you telephone us, we may be able to resolve your complaint straight away. Otherwise, and always if you write to us, we will send you a letter acknowledging your complaint within five working days of receiving it. If you have not heard from us within seven working days of the day when you think we should have received your complaint, please call us on the above number to check whether we have received it. After we have investigated your complaint, we will write to you explaining the outcome.