Shoothill Ltd is committed to providing high-quality services and maintaining excellent customer relationships. We value feedback—positive or negative—as it helps us improve. This policy outlines our process for handling complaints in a fair, timely, and consistent manner.
This policy applies to all clients, partners, suppliers, and stakeholders who wish to raise a complaint about Shoothill Ltd’s services, staff, or business practices.
A complaint is an expression of dissatisfaction, whether justified or not, about any aspect of our services or conduct.
Complaints can be made in writing via:
Email: [email protected]
Post: Shoothill Ltd, Willow House East, Shrewsbury Business Park, Shrewsbury, SY2 6LG
Please include:
Your name and contact details
A clear description of the complaint
Any relevant supporting documentation
Your preferred resolution (if applicable)
We will acknowledge your complaint within 2 working days of receipt, confirming the next steps and who will be handling your case.
Your complaint will be reviewed by a relevant senior member of staff or manager who was not directly involved in the matter. We aim to investigate and respond within 10 working days. If the issue is complex, we will keep you informed of progress and expected timelines.
Once the investigation is complete, we will provide:
A written explanation of our findings
Any steps taken to resolve the issue
Any changes implemented as a result of your feedback
If you are not satisfied with the outcome, you may request a further review by our Managing Director. This request should be made in writing within 10 working days of receiving our response.
We keep a log of all complaints and their outcomes to help identify trends, improve services, and ensure compliance. Complaints data is reviewed regularly by senior management.
All complaints are treated with the highest level of confidentiality in accordance with data protection laws.
Shoothill Ltd sees complaints as an opportunity to learn and improve. We thank all clients and stakeholders who take the time to help us grow through their feedback.
