At Depher CPH CIC, we strive to provide high-quality services to all our clients. However, we understand that occasionally things may not go as planned, and you may wish to make a complaint. We take all complaints seriously and aim to resolve them promptly and fairly. Below is our complaints procedure:

​

1. Contacting Us:

   • If you have a complaint, please contact us as soon as possible. You can do this by phone, email, or in writing. Our contact details are available on our website and any correspondence you may have received from us.

2. Providing Information:

   • When making a complaint, please provide us with as much information as possible, including your name, contact details, the nature of the complaint, and any relevant documentation or evidence.

3. Acknowledgement:

   • Once we receive your complaint, we will acknowledge it within 10 working days. This acknowledgment will include details of who will be handling your complaint and how long we expect it to take to resolve.

4. Investigation:

   • Your complaint will be thoroughly investigated by a member of our team who has the appropriate knowledge and authority. They may need to contact you to gather further information or clarification.

5. Resolution:

   • We aim to resolve complaints as quickly as possible, ideally within 21 working days. If for any reason we are unable to resolve your complaint within this timeframe, we will keep you informed of the progress and provide updates on when you can expect a resolution.

6. Outcome:

   • Once the investigation is complete, we will inform you of the outcome in writing. This will include details of any actions we have taken or propose to take to resolve the complaint.

7. Appeal:

   • If you are not satisfied with the outcome of your complaint, you have the right to appeal. Please let us know why you are unhappy with the resolution, and we will review your complaint again to ensure it has been handled appropriately.

8. Escalation:

   • If you remain dissatisfied after the appeal, you may escalate your complaint to a higher level within the organisation. Details of how to do this will be provided with the outcome of your appeal.

9. External Resolution:

   • If, after following our internal complaints procedure, you are still not satisfied with the resolution, you may be able to escalate your complaint to an external body or regulator. We will provide you with details of how to do this if applicable.

10. Feedback:

    • We welcome feedback on our complaints procedure and how we handle complaints. If you have any suggestions for improvement, please let us know.

​

At Depher CPH CIC, we are committed to ensuring that all complaints are dealt with fairly, promptly, and effectively. We value your feedback and use it to continually improve our services. Thank you for bringing any concerns to our attention.

​