Complaints Procedure

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It is the intention of Burton Regan Ltd (Also Trading as: Varsity Directory of Investigators and Process Servers and Private Investigator Training UK) that our clients receive the best possible service.

We regard it as essential therefore that if a client is dissatisfied, the business should learn of that dissatisfaction in order to be able to take any possible remedial step.

We define a complaint as:

“Any expression of dissatisfaction by a client whether justified or not.”

As a business, we monitor customer satisfaction in various ways and use feedback to improve our service.

As an overriding principle, we believe in “Treating Customers Fairly.”

Our Complaints Procedure takes the following form:

  1. If you have any reason to be unhappy with the work carried out on your behalf, you must raise the matter immediately with the person who has carried out the work. If the matter is not resolved to your satisfaction, or if you feel unable to raise it with the person who has carried out the work, then you must raise the complaint with Kevin John Regan, the Managing Director of the business.
  2. If the complaint cannot be resolved immediately, a letter of acknowledgement will be sent within 3 working days. The letter will detail the person who will be dealing with the complaint, together with confirmation that a substantive response will be issued within 10 working days.  A copy of this complaint’s procedure will also be enclosed.
  3. If the Managing Director is not available to deal with the complaint on the day of receipt, or the Managing Director cannot resolve the complaint satisfactorily, the complaint will be dealt with by another member of staff.
  4. We will review the circumstances and investigate the complaint, and write to you with an explanation as to what action can be taken within 10 working days.
  5. If we cannot satisfy you in this way, there are other courses available to you, upon which you will need to take advice from an independent solicitor.

If any of the timescales referred to in this Complaints Procedure change, the client will be notified with an explanation as to why.

We hope this procedure will contribute towards the high level of service we endeavour to supply our clients.

Burton Regan Limited,
Vicarage Chambers,
9 Park Square East,
Leeds,
LS1 2LH

Tele: 0113 270 7500
Mob: 07721 751860

Email: [email protected]