Our complaints policy

We are committed to providing a high-quality service to all our participants, clients and partners. If something goes wrong, we need you to tell us about it. This will help us to improve our service and standards.

Making a complaint

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from any investigations to help us improve the service we provide. We treat all complaints in confidence and Renovo will not withdraw or reduce services because someone makes a complaint in good faith.

Who can complain?

Anyone affected by the way Renovo provides services can make a complaint.

A representative may complain for the affected person if they:

• have died
• cannot make a complaint themselves, or
• have given consent for the representative to act on their behalf

How you can make a complaint

You can complain by contacting our Operations Team. To ensure your complaint is handled by the correct person you will need to send an email to support@renovo.co.uk in the first instance.

How we handle complaints

The complaint will be acknowledged within 3 working days of receipt. We will contact you to arrange an initial telephone call to discuss the complaint in more detail.

We will keep you informed about the progress of the investigation. We aim to have all complaints investigations completed within 7 working days unless we agree a different time scale with you.

When we have finished investigating, we will contact you to discuss the following:

• details of the findings
• any action we have taken
• our proposals to resolve your complaint

Further steps

At any stage during the process, if you are not happy with the way your complaint is being dealt with you can contact Chris Parker (Managing Director) via email at cparker@renovo.co.uk.