Complaints Procedure

1. Our Commitment

AB SiteSafe is committed to providing a professional, responsive, and high-quality service to all clients. We take complaints seriously and aim to resolve any concerns promptly, fairly, and transparently.

If you are dissatisfied with any aspect of our service — including the quality of documentation, communication, or conduct — we encourage you to raise this with us directly so that we can put it right.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service we have provided. This includes, but is not limited to:

• Documentation that does not meet the agreed scope or quality standard
• Missed or delayed delivery of documents
• Poor communication or failure to respond within agreed timeframes
• Unprofessional conduct
• Billing disputes or pricing discrepancies

3. How to Raise a Complaint

All complaints should be submitted in writing so that there is a clear record. You can contact us by email in the first instance.

4. How We Handle Your Complaint

Once a complaint is received, we will follow this process:

• 1
  Acknowledgement — We will confirm receipt of your complaint within 2 working days and provide you with a reference or point of contact.
• 2
  Investigation — We will review the complaint fully, including any relevant documents, correspondence, and records.
• 3
  Response — We will provide a full written response within 10 working days of receiving your complaint. If the matter is complex and requires more time, we will inform you of the revised timescale.
• 4
  Resolution — Where a complaint is upheld, we will take appropriate action, which may include revision of documents, a partial or full refund, or another agreed remedy.

5. If You Remain Dissatisfied

If you are not satisfied with our response, you may request that the complaint be reviewed again. Please reply to our response email stating clearly why you remain dissatisfied and what outcome you are seeking.

We will complete a final review and issue a final written decision within a further 10 working days.

We are committed to resolving every complaint fairly, transparently and in good faith — where something has gone wrong, we would always rather put it right than lose your trust. As an independent sole-trader consultancy, AB SiteSafe is not currently a member of a professional body operating an external complaints scheme, so the final review above is the last stage of our internal procedure. If we cannot reach a resolution together, you may wish to seek independent advice — for example from Citizens Advice — and nothing in this procedure affects your statutory rights.

6. Confidentiality

All complaints will be handled confidentially. Information relating to your complaint will only be used for the purposes of investigating and resolving the matter, and will be retained in accordance with our Privacy Policy.

7. Keeping Records

AB SiteSafe maintains a log of all complaints received, including the nature of the complaint, the outcome, and any actions taken. This record is reviewed periodically to identify patterns and improve our service.

8. Contact Details