Customer Complaints Policy

West London Business (WLB) aims to provide an open, accountable and efficient service in all our areas of delivery. Whilst every effort is taken, sometimes mistakes are made. A complaint process has been set up for people who feel dissatisfied with our services or the treatment they receive.

You have a right to complain and to have your complaint investigated. We aim to learn from any mistakes, and the complaints procedure is seen as very important in this continuous programme of improvement.

How to complain

If you are not satisfied with how your complaint has been handled you may begin the formal complaint procedure, details of which are set out below.

Please set out the details of your complaint in an email to the Chief Executive. Please include:

  • Your name, address and contact details
  • What you are complaining about
  • The names of the people involved where applicable
  • Your ideas on how you wish to see the issue resolved

This will instigate an investigation by the Chair of the Board of Directors.

What you can expect

We hope that wherever possible your concerns would be resolved at the first point of contact. If a formal complaint is made, you will receive acknowledgement of the receipt of your complaint within seven working days. You can expect to receive a response from the Chair of the Board of Directors within 20 working days unless your complaint is particularly complex in which case we will advise you of an estimated timescale on when you should expect to receive a response.