Suggestions and Complaints
Suggestions and Complaints
Your views are important to us. We welcome and value any comments and suggestions that might help improve the services we offer.
How to get in touch
If you would like to offer a suggestion for improvement or make a complaint to Traverse, you can contact us using any of these options:
Write to us:
Traverse, 2 Angel Square, London, EC1V 1NY
Email: info@traverse.ltd
Our approach to complaints
- We deal with complaints consistently across Traverse, and in an appropriate and fair manner
- We learn from complaints, and review whether learning has resulted in a change of practice
- We will listen to your complaint, treat it seriously and record it
- We will aim to respond speedily and acknowledge your complaint within 5 working days
For more complex issues or where further investigation is required, you will receive acknowledgement of your complaint and we will advise what steps we are taking to investigate further and, wherever possible, what the likely timeframe is expected to be. We will keep you updated as we continue to work to resolve your complaint.
If you are not satisfied with our response, please let us know as soon as possible. Your complaint will then be referred to the Chief Executive who will carry out a review and let you know the final outcome.
Your personal information
If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. Some complaints need to be kept confidential in order to safeguard those making or involved in the complaint. However, in some instances we might judge that the complainant will be better served if others are involved in the resolution of a complaint. Third parties will only be included in the resolution of confidential complaints on a case-by-case basis and with the agreement of the complainant.
