ALL IN ORDER – COMPLAINTS POLICY

  1. Purpose

All In Order is committed to providing a professional, fair, and transparent service. This Complaints Policy explains how clients and others can raise concerns and how those concerns will be handled.

  1. Who Can Complain

This policy applies to:

  • Clients of All In Order
  • Former clients
  • Individuals affected by our services
  1. How to Make a Complaint

Complaints should be submitted in writing to allow proper consideration. Complaints can be made by:

  • Email
  • Letter

Contact details:

All In Order

Tramshed,

Pendyris St,

Cardiff,

CF11 6BH

South Wales, United Kingdom
Email: AIO.advice@outlook.com
Telephone: 07523953144

Website: www.all-in-order.co.uk

If a complainant requires reasonable adjustments, we will make appropriate arrangements.

  1. What to Include in a Complaint

To help us investigate effectively, please include:

  • Your name and contact details
  • A clear description of the complaint
  • Relevant dates and reference numbers
  • The outcome you are seeking
  1. Acknowledgement of Complaints

All In Order will acknowledge receipt of a complaint within a reasonable time, normally within 5 working days.

  1. Investigation

Complaints will be reviewed fairly and objectively. We may request further information where necessary.

  1. Response Timescale

We aim to provide a substantive response within 14 days of acknowledging the complaint.
If more time is required, we will keep you informed.

  1. Outcome

Following investigation, we will:

  • Explain our findings
  • Set out any action taken (where appropriate)
  • Confirm whether the complaint is upheld, partially upheld, or not upheld
  1. Escalation

If a complainant remains dissatisfied, they may request a review.

Where a complaint relates to data protection, the complainant may escalate the matter to the Information Commissioner’s Office (ICO).

  1. Behaviour

All In Order expects complaints to be raised respectfully. Abusive, threatening, or unreasonable behaviour may result in communication being restricted.

  1. Record Keeping

All complaints and outcomes are recorded internally for quality and compliance purposes.

  1. Review of This Policy

This policy is reviewed periodically and updated where necessary.