Complaints Procedure
Grey Matters Consultancy aims to provide a clear, professional and reliable service. If something has gone wrong, or you are dissatisfied with the service you have received, we want to know so that we can review the matter properly and respond fairly.
Who should handle your complaint?
In the first instance, your complaint should normally be raised with the Grey Matters Consultancy franchise or local office that has been handling your matter. They will usually be best placed to review what has happened, check the work carried out, and respond to you directly.
However, you may also send your complaint directly to Grey Matters Franchise Ltd, acting as franchisor, particularly where:
- you do not feel comfortable raising the matter with the local office;
- you have already complained to the local office and remain dissatisfied;
- your complaint concerns the conduct of a franchise or consultant;
- you believe the matter requires independent review by the franchisor.
How to make a complaint
You can make a complaint by email, post, telephone, or through our website contact form.
Please include as much of the following information as possible:
- your full name and contact details;
- the name of the person the service related to, if different;
- the local Grey Matters Consultancy office or consultant involved;
- a clear summary of what has gone wrong;
- any relevant dates, emails, letters, invoices or documents;
- what you would like us to do to resolve the matter.
Contact details
Complaints can be sent to:
Email: info@grey-matters-consultancy.com
Telephone: 01628 947066
Post:
Grey Matters Franchise Ltd
136 Whyteladyes Lane
Cookham
Berkshire
SL6 9LD
The Head Office postal address is for correspondence only and is not open to visitors.
What happens next?
We will acknowledge your complaint promptly.
Your complaint will then be reviewed fairly. This may involve checking the information you have provided, reviewing relevant documents, and speaking with the local office or consultant involved.
We aim to provide a written response within 14 days of receiving your complaint. If the matter is more complex and we need longer, we will let you know and explain when we expect to respond.
If your complaint is about a local franchise
Where the complaint concerns a local Grey Matters Consultancy franchise, the local office may be asked to respond in the first instance.
If you remain dissatisfied with the local office’s response, you may ask for the matter to be reviewed by Grey Matters Consultancy Head Office.
Head Office may review whether the complaint has been handled properly, whether the response was reasonable, and whether any further action is appropriate under the franchise arrangements.
If your complaint is about personal data
If your complaint relates to how your personal data has been handled, please make this clear when contacting us.
We will review data protection concerns in line with our Privacy Policy and our obligations under UK data protection law. You also have the right to complain to the Information Commissioner’s Office if you are dissatisfied with how your personal data has been handled.
Your rights
Making a complaint does not affect your statutory rights.
If you remain dissatisfied after we have responded, you may wish to seek advice from Citizens Advice or Trading Standards. You also retain any rights you may have to bring a claim in court.
Complaints and service cancellation
A complaint is separate from your right to cancel a service where a statutory cancellation right applies. Details of cancellation rights are set out in our Terms and Conditions of Service.