Complaints Procedure

We want concerns raised and addressed promptly. Contact access@claveshouse.com and include your name, mandate reference, the concern and the outcome you seek. An authorised representative may act for you.

We aim to acknowledge a complaint within five working days and provide a substantive response within 20 working days. If more investigation is needed, we explain why and give an expected response date. Tell us if you need a different communication format or have an urgent safety concern.

We review the relevant records, involve the responsible lead and propose an appropriate resolution. Where an independent supplier is involved, we explain its role and help route the concern where appropriate. This does not remove our own responsibility.

If a complaint remains unresolved, we provide any alternative dispute resolution information required by applicable law, including the relevant body and whether we are obliged or willing to participate. A supplier regulated in its own right may have a separate complaints scheme.

This process does not reduce your legal rights or prevent you approaching a court, regulator, law enforcement body or other competent authority. We do not require silence about a complaint, prohibit truthful lawful reviews or impose a shortened legal claims period through this procedure.