Henceforth Ltd will handle your complaint fairly, consistently and promptly.

If you wish to register a complaint, please write by email to: admin@henceforthtrust.co.uk

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All complaints must be made in writing so as both parties have a clear understanding of the complaint and response. 

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Our process is as follows:

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1. Acknowledging your complaint
Your complaint will be acknowledged within 3 working days. This may include a request for more information to allow us to fully investigate your complaint.

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2. Investigating your complaint
Your complaint will be reviewed and investigated by the Complaints Handler. You may be contacted by them to discuss your complaint further if necessary. This may be by phone and followed up by Email confirmation of the discussions. 

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3. Resolving your complaint.
If we have been unable to issue a full response within 21 days of receipt of your complaint, we will contact you to notify you. We aim to provide a full response within 28 days of receipt of your complaint.

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4. Informing you of our decision
The Complaints Handler will write to you to report the findings of the investigation and confirm the outcome of your complaint.
Following the completion of our investigation, you will be given a period of 4 weeks to respond to the final response letter. After this time your complaint will be considered resolved.