Trusted Eye seeks to maintain and enhance our reputation as a provider of high quality investigation services.  We value complaints as they help us improve our performance.

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Trusted Eye is committed to being responsive to the needs and concerns of our customers and potential customers and to resolving your complaint as quickly and efficiently as possible.

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What is a complaint?

In this procedure, a complaint means an expression of dissatisfaction by a customer, or potential customer, relating to the services provided by us.

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How can you make a complaint?

If you are dissatisfied with our service, in the first instance you should consider speaking with us.  If you feel uncomfortable in doing so, or feel that to do so would not resolve the issue, you can make a complaint in the following ways:

• Emailing andrew@trustedeye.co.uk.

• Phoning us on 0330 043 8047.

• Writing to us at Trusted Eye Investigations, Box 26, Business Hive, 13 Dudley Street, Grimsby, DN31 2AW.

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If we receive your complaint verbally and consider it appropriate, we may ask you to forward it in writing.

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The information you will need to tell us

To investigate your complaint, we will need to examine the information you provide, information we hold, and may need to contact you to request further information, if needed.  To do so quickly and efficiently, we ask that you provide the following information:

• Your name and contact information.

• The nature of your complaint.

• Details of any steps that you have taken to try and resolve the complaint, or any conversations you might have already had with us.

• Copies of any documentation that supports your complaint.

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Help when making a complaint

If you need further assistance, please contact andrew@trustedeye.co.uk.

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Recording complaints

When registering a complaint, we will record your name and contact information.  We will also record the details of your complaint, the outcome, and any actions to be taken following the investigation.  We will also record all attempts to resolve the complaint, including all communications between us and you.

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As part of our ongoing improvement plan, complaints will be monitored to identify trends.

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We retain complaint data for six years, beginning on the date of the event that is complained about.

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Customer feedback

Wherever possible, Trusted Eye is committed to resolving problems at the first point of contact.  However, this may not always be possible and, in these cases, a more formal complaints procedure will be followed.

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We will acknowledge receipt of your complaint within three business days.

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Once your complaint is received, we will undertake an initial review.  During this, there may be occasions when we need to clarify aspects of your complaint or request additional documentation.  In these circumstances, we will explain the purpose behind doing so and will provide feedback on the status of your complaint at that point in time.

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Wherever possible, we will try to resolve complaints within ten working days, although this will not always be possible.  When we are unable to do so, we will advise you of the reason for the delay and provide an approximate date by which we anticipate having the matter finalised.

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Once we have finalised our investigation, we will advise you of our findings and any action we have taken.  We will usually do this in writing, unless it is mutually agreed that we should do so verbally.

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You are able to check on the status of your complaint at any time by contacting us.

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Our six-point complaint process

• Complaint acknowledgement - we will acknowledge receipt of your complaint within three business days.

• Initial review - we undertake an initial review of your complaint to determine if we need any additional information or documentation from you to complete our investigation.

• Investigation - within ten days of receiving your complaint, we will investigate it objectively.

• Response - we will notify you of our findings and of any action that we have taken as a result of your complaint.

• Action - where appropriate, we amend our business practices and policies.

• Record - we record your complaint for the purpose of ensuring our continuous improvement.

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Complaints that are under investigation by a regulator or enforcement agency

If your complaint is being investigated by a professional body, regulator or law enforcement agency, we may defer our investigation until the outcome is known.

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Code of conduct

The proprietor is a member of the Association of British Investigators and complies with the Association's Code of Ethics and Professional Standards, a copy of which is available on the Association's website.

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If you wish to make a complaint to the Association about a breach of the standards, you should do so in writing to either of the following:

• By post to: Secretariat, The Association of British Investigators, Brentano Suite, Catalyst House, 720 Centennial Park, Elstree, WD6 3SY.

• By email to: secretariat@theABI.org.uk.

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Nothing in this procedure affects your statutory rights.