Complaints Procedure

Agilitas aims to provide high-quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right, please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with us.

If you are not happy with Agilitas please tell us.

If you are unhappy about any of the Agilitas services provided to you, please speak to the relevant staff member, Manager or Director.

If you are unhappy with an Agilitas staff member, sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate, then speak to the staff member’s manager.

Often, we will be able to give you a response straight away. When the matter is more complicated, we will give you at least an initial response within two working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write/email our Compliance Manager who will escalate your complaint to the appropriate Manager/Director.

Compliance Manager – Deborah Johnson – deborah.johnson@agilitas.co.uk

All written complaints will be logged. You will receive a written acknowledgement within two working days.

The aim then is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write to our CEO who will report the matter to the next Executive meeting, where a decision will be made on any further steps to resolve the situation.

Finally, please also let us know if you are happy with Agilitas’s services.