Complaints Policy
Our complaints policy is in place and designed to ensure any complaints are dealt with in a professional manner, are handled fairly, effectively, and promptly
Purpose: Provide clear routes for feedback and ensure timely resolution of concerns.
- Informal stage
Please raise any issue directly with the team member or manager involved. Often this resolves quickly. - Formal complaint
If unresolved informally, submit a written complaint to our Complaints Officer:
Name: Jenna Hyde
Email: hello@houseofhydegroup.com - Acknowledgement
We will acknowledge receipt within 5 working days and explain the process and expected timeline. - Investigation
We will investigate the complaint, review documentation, interviews, and respond with our findings and proposed action — usually within 20 working days. - Escalation & review
If dissatisfied, you may request a review by a senior manager not involved in the original decision. - External recourse
If still unresolved, you may contact:
- ICO (for data protection concerns): https://ico.org.uk
- Citizens Advice or other relevant ombudsman services.
Monitoring & improvement
We log all complaints for regular review to improve our services and prevent recurrence.
