Complaints Policy

A complaint must be sent to the Participating Business responsible for the relevant quotation, contract, service, communication or data processing, using the contact details it publishes. Black & White Group does not receive complaints and cannot determine a dispute between a customer and a legal business.

Helpful information includes the complainant's contact details, relevant dates, reference numbers, what happened, the effect and the outcome sought.

The responsible business will:

1. acknowledge the complaint promptly;
2. assess urgency, safety and preservation of evidence;
3. appoint a person able to investigate impartially;
4. keep the complainant informed where resolution takes time;
5. explain the outcome and any available next step; and
6. record learning and corrective action.

Timescales may vary with complexity, but unnecessary delay is avoided. Safety, safeguarding, data breaches and suspected crime are escalated immediately.

Data-protection complaints are handled under the responsible business's privacy notice and data-protection complaints procedure. The business provides a clear electronic and postal route, acknowledges the complaint within 30 days, investigates it appropriately, keeps the complainant informed and communicates the outcome without undue delay.

Complaints are handled respectfully and without discrimination. Reasonable support and alternative formats are provided where practicable. Raising a genuine complaint does not affect the standard of service a person is entitled to receive.

This policy does not remove contractual, statutory or regulatory rights or prevent a complainant from using an applicable ombudsman, regulator, court or alternative dispute-resolution process.

Complaints may be made through the relevant business's published contact route. Reasonable adjustments and alternative formats are provided where practicable. Anonymous feedback is considered, although limited information may restrict investigation. Safety, safeguarding, fraud, privacy and whistleblowing issues are transferred promptly to the appropriate procedure without requiring the complainant to repeat unnecessary information.

The business records the issue, desired outcome, relevant service and dates; acknowledges it within a reasonable published or communicated period; identifies an impartial owner; gathers records and responses; and keeps the complainant informed where investigation is extended. The outcome explains the findings, action, any remedy and escalation route in clear language.

Remedies are proportionate and may include explanation, apology, correction, re-performance, refund or credit where due, training, supplier action or process improvement. A complaint is not rejected merely because an initial notification period has passed where statutory rights, latent defects, safety or fairness require consideration.

Complaint information is restricted to those who need it, retained under the records policy and analysed for recurrence, root cause, protected characteristics, service and supplier themes. Closing a complaint does not end necessary corrective action. Vexatious or abusive behaviour may be managed proportionately without refusing to consider a genuine underlying issue.

Approved by David Swaddle, Founder, on 31 August 2026.