PO Box 6227

Ferndown

Dorset

BH22 8AQ

We are committed to maintaining the highest standards in all aspects of our service to all our clients and customers. We review all the comments made and we use that information to improve our services.

We are aware that we often work with individuals, families and businesses going through difficult periods which can produce strong feelings and emotions. Empire's staff are committed to ensuring individuals are treated properly with respect and courtesy.

Empire's complaints procedure is designed to be clear and open. We firmly believe that no obstacles should be put in the way of a potential complainant by insisting that a complaint be put in writing,or that a complaints form be completed.

Whatever you say, your opinions and comments are important to us – good or bad.

We always:

We will not accept a complaint if it is offensive, threatening or malicious.

If you want to make a complaint, we have a simple 3 stage procedure.

Anyone wishing to make a complaint may do so in person, by telephone or in writing by letter, fax or e mail. If you complain by telephone we will try to resolve your complaint on the spot. Similarly, if you complain in writing we will respond promptly and in any case within 14 days of receipt. If this is not possible we will explain why and give you a new deadline.

If your complaint cannot be dealt with immediately we will ask for a few days to consider the matter. Once we have considered your issue, we will get in touch to give you an informal response. We will explain how and why we have come to our conclusions and how, where necessary, we intend to rectify the situation. If we do not accept the complaint, we will explain why not, and advise what to do next if you are still not satisfied. We will provide contact details of our complaints manager so you may pursue your complaint formally through stage 2 of this procedure.

If you are not satisfied with the initial response received under stage one, you should write to our complaints manager setting out your complaint clearly and in detail. As we are obliged to keep official records of all formal complaints, we need a full and detailed written statement of your complaint to enable us to embark on a formal investigation.

Our target for replying to written complaints is 14 days. However, if a complaint is complicated we may need longer. We will explain the reason for any delay and provide a time scale for a full response. Our complaints manager will fully investigate your complaint and will fully explain how and why we have come to our conclusion.

Improving our complaints procedure.

In return we ask that you treat our staff politely and with respect. In certain circumstances we may refuse to deal with you. We take staff harassment seriously and consider aggressive or obsessive complaints unacceptable.

Any threatening or abuse behaviour towards our staff will be treated with a view to possible prosecution, all threats will be reported to the Police Authority.

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