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Submitting a Service Complaint

Submitting a Service Complaint 

Please download and complete this form to inform us of your initial service complaint, and follow the instructions below, so that we can work towards resolving it.

If you require assistance completing this form or have any queries, please contact us at governance@arb.org.uk  or call us on +44 (0) 20 7580 5861.

ARB Service Complaints Form 

How We Handle Your Service Complaint   

Initial Service Complaints   

Any initial service complaint should firstly be directed to the relevant ARB department to whom the complaint relates.

ARB is comprised of the following departments, each of which can be contacted through the associated email address below:

After you have downloaded and completed the Service Complaints Form, please send it to the relevant department via the contact details above.

If you are unsure as to which department your complaint relates, you can alternatively send it to info@arb.org.uk.

The department to which your complaint relates will aim to address your concerns and if possible, resolve your complaint. They will also provide information on how to escalate your complaint if you remain dissatisfied with the outcome.

 

  Renewed Complaints   

If the department to which you addressed your initial service complaint is unable to offer you a satisfactory resolution, you may wish to escalate your complaint as a renewed service complaint. To escalate your initial service complaint to a renewed complaint, please email the Governance Team – governance@arb.org.uk or call the Governance Team on 0207 580 5861. Please provide as much detail as possible, including any previous correspondence with ARB concerning your complaint.

Renewed complaints will be handled by the Governance team.  If you wish to direct your renewed service complaint directly to the Governance team you can do so by using the contact details above.

The Governance team will;

Acknowledge your complaint within three working days of receipt

Provide a full response within 20 working days of receiving your complaint

 

Reviews   

If you are not satisfied with response to your renewed compliant, you can request a review of the outcome.

Please submit your review request to the Governance team at governance@arb.org.uk or on + 44 (0) 20 7580 5861. The Governance team will acknowledge your request within three working days.

The review will normally be conducted by the Director of Governance & International. If the complaint relates to work within the remit of the Governance & International Department, another member of the Senior Leadership Team will conduct the review.

The review will assess:

  • Whether your concerns were taken seriously
  • If they were thoroughly examined and fully addressed
  • Any outstanding issues that need to be resolved

A full response to your review request will be provided within 20 working days of receipt. Once the review process is complete the complaints procedure will be considered closed.