Complaints & Compliments

We actively encourage feedback from our clients, both good and bad, so we can
continuously improve and ensure we’re continuing to provide the highest quality service.

If you have a complaint or compliment, please get in touch with us directly.

How to send a compliment or comment

By email: sarah@right-size.co.uk
By phone: 07792 298595

How to send a complaint

We take all complaints and concerns very seriously and aim to settle each one thoroughly and
satisfactorily.

By email: sarah@right-size.co.uk
By phone: 07792 298595

Your complaint may be resolved by way of an apology, providing the service required or by
providing an acceptable explanation of the circumstances after an investigation. Full details
of our complaints process below.

COMPLAINTS PROCESS

All complaints and concerns received will be registered on our system and a reference number
will be provided to the complainant.

All complaints and concerns will be acknowledged within one working day of receipt, unless
the complaint is made verbally, in which case, it will be acknowledged immediately.

All complaints registered will be responded to in full within 20 working days from the date of
receipt. Occasionally, investigations may take longer, particularly if the complaint is complex.
Should this be the case, a holding letter will be sent after 20 working days and a final date
given for a conclusion.

A full response will be provided to the complainant, which will include a full explanation of
events, apologies and any remedial action taken as a result of the receipt of the complaint or
concern.