POLICIES

Complaints Procedure

Clear concerns. Recorded responses.

1. Tell us what went wrong

Email cases@blacksheepconsultants.com with your matter reference, concern, outcome sought and relevant document.

2. Acknowledgement

We aim to acknowledge a complaint within three working days and identify who will review it.

3. Review and response

We review the agreed scope, communications, work record and payments. We aim to provide a reasoned final response within 20 working days, or explain why more time is required.

4. Resolution

Possible outcomes include clarification, correction, completion of agreed work, a service remedy or a refund where appropriate. Any applicable independent escalation route will be identified in the final response.