Complaints Procedure

1. Our commitment to you

EHCP Help is a trading name of Denton Search Limited. We take complaints seriously and aim to resolve any issues you may have with our services promptly and fairly. This document explains how to make a complaint and what you can expect from us.

2. How to make a complaint

If you are unhappy with any aspect of our service, please contact us in the first instance:

• Email: hello@ehcp-help.co.uk
• Subject line: Please include “Complaint” in your email subject line

In your complaint, please include:

• Your name and contact details
• The service or package you are complaining about
• A clear description of your complaint
• What outcome you are seeking
• Any relevant documents or correspondence

3. Our response times

We aim to acknowledge all complaints within 2 working days of receipt. We will provide you with a reference number and the name of the person handling your complaint.

We aim to resolve all complaints within 14 working days of receipt. If your complaint is complex and requires more time, we will inform you and provide an updated timeline.

4. Our investigation process

When we receive your complaint, we will:

• Review your complaint and any supporting documentation
• Investigate the matter thoroughly
• Respond to you in writing with our findings
• Offer a resolution where appropriate

If we uphold your complaint, we will offer an appropriate remedy, which may include:

• An apology
• Repeat of the service at no additional cost
• A partial or full refund
• Other appropriate remedial action

5. If you are not satisfied with our response

If you are not satisfied with our response, or if we do not resolve your complaint within 14 working days, you may:

• Request that your complaint be reviewed by a director of Denton Search Limited
• Refer your complaint to an alternative dispute resolution (ADR) scheme

We will provide details of the relevant ADR scheme at the time of complaint, if applicable.

6. Regulatory bodies

EHCP Help is not a regulated legal service. However, if you believe we have breached data protection laws, you may complain to the Information Commissioner's Office (ICO):

• ICO website: ico.org.uk/make-a-complaint
• ICO phone: 0303 123 1113

7. Records

We keep records of all complaints and their outcomes for 6 years. This helps us improve our services and comply with regulatory requirements.

8. Contact

If you have any questions about this complaints procedure, please contact us at hello@ehcp-help.co.uk.