1. Our approach
Sage Signal Bureau Ltd aims to provide professional, accurate and responsive services. We take complaints seriously and use them to identify opportunities to improve our processes, communication and service.
2. What is a complaint?
A complaint is an expression of dissatisfaction about our services, conduct, communication, administration or handling of a matter where you expect a response or resolution.
3. How to complain
You can complain by email, telephone or post:
Email: support@sagesignalbureau.co.uk
Telephone: +44 7940 473531
Post:
Sage Signal Bureau Ltd
167–169 Great Portland Street
London, England, W1W 5PF
Please provide your name and contact details, a clear description of the issue, relevant dates or reference numbers where available, and the outcome you are seeking.
4. Acknowledgement
We will normally acknowledge a written complaint within five working days. Where a complaint can be resolved immediately, we may do so without a separate formal acknowledgement.
5. Investigation
We will review the complaint fairly and proportionately. Where appropriate, we may ask for additional information, review relevant records, speak with the people involved and consider any supporting documents.
Complaints will, where reasonably practicable, be handled by someone who was not directly responsible for the matter complained about.
6. Response
We aim to provide a substantive response within 20 working days. If a full response is not possible within that period, we will explain the reason for the delay and provide an expected timescale.
Our response will normally explain the outcome, the reasons for it and any corrective action or further steps we consider appropriate.
7. Escalation
If you are dissatisfied with our response, you may ask us to review the complaint by explaining why you believe the outcome should be reconsidered. We will review the matter at an appropriate senior level where reasonably practicable.
Where a complaint concerns a regulated service or statutory right, additional complaint or escalation routes may apply. We will provide relevant information where appropriate.
8. Confidentiality and data protection
We will handle complaint information responsibly and in accordance with our Privacy Policy. Information may be shared internally or with relevant third parties where necessary to investigate, resolve or defend a complaint or to comply with law.
9. No retaliation
We will not penalise or disadvantage anyone for raising a genuine complaint. We reserve the right to take proportionate steps where communications are abusive, threatening, discriminatory or deliberately vexatious.