Steele Rose & Co

We try to help all our clients as best we can.

We will keep a record of your complaint, and of our responses to it, and you may inspect these records.
Most importantly, please, talk to us, and soon. Many problems can be dealt with easily and informally at first, but can quickly become worse if not resolved. You may feel that there is a problem, but we may be unaware of it. Our ability to act best for you depends upon each of us having faith in the other.

We will try to welcome your complaint. We will use it to help us to improve our service to you, and to others. We appreciate that making a complaint will involve a degree of discomfort, on your part as well as ours, but we will try to respond politely and sympathetically.

We will try to deal with your complaint quickly, and provide a first reply usually within two weeks. It may be that we will need some clarification from you. The form and content of or reply will vary according to the nature of the complaint, and our own view of its justice. If you feel that our reply is not satisfactory, please make sure that this is clear to us, and we can then tell you how to take the matter further if you wish.

You can make your complaint formally or informally, in writing or otherwise. It does help if you make the complaint to senior staff.

In some circumstances, we may not be free to discuss the complaint with you. If so, we will suggest that you seek independent advice.

You may do this in any event if you choose; we do not wish to be judge and jury in our own cause. Sometimes also there will be a conflict between our desire to answer you directly, and conditions imposed upon us by others.