THE ALCHEMY ORGANISATION LIMITED COMPLAINTS PROCEDURE
 

The Alchemy Organisation Ltd is dedicated to providing a high standard of service to all of our clients.

However, we recognise that things can go wrong from time to time.

If you have a complaint about any aspect of the service you receive from The Alchemy Organisation Ltd then contact us in writing at our registered address: 5 Jupiter House, Calleva Park, Aldermaston, Reading, Berks. RG7 8NN

When you do make a complaint, please tell us:

• What went wrong

• When it happened

• Who you dealt with

• How you would like it settled

How we will handle your complaint

All complaints will be passed immediately to the Director. Note: by immediately we mean it should be faxed through on the day it is received. 

The Compliance Officer will aim to acknowledge the complaint immediately and in any event within 5 days.

Following a thorough investigation a response to the complaint will be issued within 28 days of the initial complaint being made either advising of our findings and suggesting a resolution or confirming the stage at which the investigations have reached and confirming a date for a full resolution which will be within a further 28 days.

If the customer does not accept our findings and/or offer of resolution then they will be advised that the matter will go to the Ministry of Justice.

We will always respect your right to confidentiality and not treat you any differently for complaining.