Complaint Handling

1. Purpose and Commitment

As a consultancy specialising in compliance, operational assurance, and business improvement, we recognise that effective complaint handling is an essential component of good governance. We are committed to managing all complaints in a structured, transparent, and timely manner, ensuring issues are addressed fairly and used to strengthen our service delivery.

2. Scope

This notice applies to any expression of dissatisfaction relating to our consultancy services, communication, or conduct. It outlines how we receive, assess, investigate, and resolve complaints, and how we use outcomes to support continuous improvement.

3. How to Raise a Complaint

Clients may submit a complaint through any of the following channels:

Email: hello@coastnorris.co.uk

Telephone: 07970689758

Website contact form: www.coastnorris.co.uk

To support an efficient review, please include:

  • Your name and contact details

  • The nature of the concern

  • Relevant dates, documents, or context

  • The outcome you are seeking, if known

4. Acknowledgement

We will acknowledge receipt of your complaint within three working days, confirming that the matter is under review and outlining the next steps in the process.

5. Assessment and Investigation

Complaints are assessed by an appropriate consultant with the relevant expertise.

The investigation may include:

  • Reviewing documentation and correspondence

  • Speaking with individuals involved

  • Assessing processes, decisions, or service delivery

  • Identifying any compliance, operational, or communication gaps

We aim to provide a full written response within 10 working days. If additional time is required due to complexity, we will advise you and provide a revised timeframe.

6. Response and Resolution

Our written response will include:

A summary of the complaint

  • Findings from the investigation

  • Any corrective actions or recommendations

  • Proposed next steps

  • Information on escalation if you remain dissatisfied

Where appropriate, we may also outline improvements made as a result of your feedback.

7. Escalation Process

If you are not satisfied with the initial outcome, you may request an escalation.

Your complaint will then be reviewed by a senior consultant who was not involved in the original investigation.

A final written response will be issued following this review.

If your complaint relates to regulated activity or industry specific standards, we will advise you of any external bodies or Ombudsman schemes that may be relevant.

8. Record Keeping and Governance

We maintain detailed records of all complaints, including:

  • Nature of the issue

  • Investigation steps

  • ·Outcomes and actions taken

  • Any service improvements implemented

These records support internal governance, risk management, and quality assurance.

9. Continuous Improvement

Complaints are treated as valuable insight. We use them to:

  • Strengthen operational processes

  • Enhance client communication

  • Identify training needs

  • Improve compliance frameworks

  • Refine service delivery models

This approach ensures our consultancy remains responsive, accountable, and aligned with best practice

Last updated April 2026