Complaints procedure

If something has gone wrong, tell us. We would rather hear it than lose you, and every complaint is reviewed by the firm's principal personally.

How to complain

Email ryan@geldarts.co.uk with “Complaint” in the subject line, call 07517 777210, or write to our registered office. Tell us what happened, when, what effect it has had, and what you would like us to do. If you need help making a complaint, or need it handled in a particular format, say so and we will accommodate it.

What happens next

• Acknowledgement within 2 working days, confirming who is handling it and what we understand the complaint to be.
• Investigation. We review the file, the correspondence and the work, and may ask you for more information.
• Full response within 15 working days of acknowledgement. If we need longer, we will write to explain why and give a new date, which will not be more than 8 weeks from your original complaint.
• Outcome. Our response will say whether we uphold the complaint in whole or part, explain our reasoning, and set out what we will do. Remedies may include correcting the work, an apology, a refund or reduction of fees, or reimbursement of a penalty we caused. We will also tell you what we have changed to stop it happening again.

If you are not satisfied

You may ask for the complaint to be reviewed again, setting out why you disagree. If you remain dissatisfied, you may refer the matter to our professional body or anti-money-laundering supervisor, whose details are in your engagement letter and will be published on our anti-money-laundering page once registration is confirmed. Nothing in this procedure affects your legal rights.

Records

We keep a register of complaints and their outcomes for six years and review it annually to identify patterns and improve our service.