Complaints
policy

We understand that things sometimes go wrong and when they do,
we’re here to help.

If you need to make a complaint, we promise to listen without judgement and give you the time you need to explain your concerns.

You can contact us in the following ways:

•             You can call us on 01823 273880

•             You can send an email at any time to hello@thecooperway.com

•             You can write to us at: Complaints, Cooper Associates Group, 40 St James Buildings, St James Street, Taunton, Somerset TA1 1JR

We will acknowledge your complaint within 5 working days of receipt. We promise to investigate your complaint to the best of our ability. This will include reviewing all related documents, obtaining the recollections of those involved and considering what would seem reasonable, given all we can see. If it’s necessary to contact other companies, we will ask you to sign an authority that will allow us to request information on your behalf. This information will only ever be used to assist with the investigation of your complaint.

We will keep you informed as our enquiries progress. If we have been unable to conclude matters within 4 weeks, we will write to update you. Our aim is to conclude your complaint within 8 weeks. Our final decision will confirm the outcome of our findings and if your complaint is upheld, it will confirm the steps we will take to put things right. If we are unable to uphold your complaint, our letter will explain why and the steps you can take if you don’t agree with our findings.