Our commitment
Felus is committed to providing high-quality services. If you are dissatisfied with any aspect of our service, we want to hear from you so we can put things right.
How to make a complaint
If you wish to make a complaint, please contact us with details of your concern:
- Email: [email protected]
Please include:
- Your name and contact details
- Details of your complaint
- What happened and when
- What outcome you are seeking
Our process
Step 1: Acknowledgement
We will acknowledge receipt of your complaint within 2 working days.
Step 2: Investigation
We will investigate your complaint thoroughly and impartially. This may involve reviewing records, speaking to relevant parties, and gathering information.
Step 3: Response
We aim to provide a full response to your complaint within 10 working days. If we need more time to investigate, we will let you know and provide an updated timeline.
Our response will explain:
- Our findings
- Any action we will take
- Any lessons learned
- Your options if you remain dissatisfied
If you're not satisfied
If you are not satisfied with our response, you can:
- Ask us to review the complaint again
- Seek independent advice or mediation
- If the complaint relates to data protection, contact the Information Commissioner's Office (ICO)
Timeframes
- Acknowledgement: Within 2 working days
- Full response: Within 10 working days (or earlier if possible)
- Complex complaints: We will provide regular updates if more time is needed
Learning from complaints
We treat complaints as an opportunity to improve. We review all complaints to identify patterns and make improvements to our services and processes.
Contact
For any questions about this policy or to make a complaint, contact us at [email protected].