CODE OF PRACTICE – COMPLAINTS HANDLING PROCEDURE

It is the aim of Michael Graham Young Ltd to provide an efficient and accurate service to its clients. Nevertheless, some complaints are likely to arise and these will be dealt with as follows:

1. We have appointed Michelle Bishop, Director, to deal with complaints. If you have a question or if you like to make a complaint, please don’t hesitate to contact her.

   Contact details
   Telephone: 02920 465466.
   Email: michelle.bishop@mgy.co.uk

   Address:
   Michael Graham Young Ltd
   Colum Buildings
   13 Mount Stuart Square
   Cardiff Bay
   Cardiff
   CF10 5EE

2. If you have initially made your complaint verbally –whether face to face or on the phone- please also make it in writing, addressed to Michelle Bishop.
3. Once we have received your written complaint, Michelle Bishop will contact you in writing within seven days. At this stage we will give you our understanding of your case. We will also invite you to make any further comments that you may have in relation to this.
4. Within twenty one days of receipt of your written summary, Michelle Bishop will write to you to inform you of the outcome of her internal investigation into your complaint and to let you know what actions we have taken or will take.