Complaints Procedure
James Rae Investigations is committed to providing a professional, objective and transparent service. If you are dissatisfied with any aspect of the service you have received, we encourage you to contact us so that your concerns can be considered and, where appropriate, resolved.
1. How to File a Complaint
Please submit your complaint by email to:
james@jamesraeinvestigations.co.uk
Please include, where possible:
Your name;
Your investigation or case reference, if applicable;
A clear description of your complaint;
Any relevant dates or correspondence; and
What you believe would reasonably resolve the matter.
Please do not send additional personal information or documents unless they are relevant to your complaint.
2. Acknowledgement
We aim to acknowledge your complaint within 2 business days of receiving it.
If further information is required to understand or investigate your complaint, we will contact you.
3. Review of Your Complaint
Your complaint will be considered fairly and objectively.
Where relevant, the review may include consideration of:
The original instruction and agreed scope of work;
Communications between you and James Rae Investigations;
Investigative work undertaken;
Information and material relevant to the complaint;
The findings or report provided;
Fees or payment issues relevant to the complaint; and
Applicable policies, terms and procedures.
Making a complaint will not result in investigative findings being changed simply because they are not the outcome a client hoped for. Any findings will continue to reflect the information and evidence available.
4. Our Response
We aim to provide a substantive response to your complaint within 10 business days.
If the matter is more complex and additional time is reasonably required, we will let you know and provide an updated timescale.
Our response will explain the outcome of the review and, where appropriate, any action we propose to take.
Depending on the circumstances, this could include:
Providing further explanation or clarification;
Correcting an identified factual or administrative error;
Taking appropriate steps to address a service issue;
Reviewing relevant procedures; or
Another reasonable remedy where appropriate.
5. Our Approach to Complaints
James Rae Investigations will not treat a client adversely because they have raised a genuine complaint.
Complaints will be handled as confidentially as reasonably possible, taking account of the information required to properly consider and respond to the matter.
Where a complaint identifies an appropriate opportunity to improve our services, procedures or communications, this will be considered.
Contact
James Rae Investigations
Email: james@jamesraeinvestigations.co.uk
6. Data Protection Complaints
If your complaint concerns how your personal information has been handled, please make this clear when contacting us.
We will consider the matter in accordance with our Privacy Notice and applicable data protection requirements.
You also have the right to raise concerns about the handling of your personal information with the UK's data protection regulator, the Information Commissioner's Office (ICO).