Apna Research aims to provide a high quality service.  If, however, you are dissatisfied with our service or have any other complaint, we would like to know about it. That enables us to address your complaint and to seek to improve the services we provide.

If you have a complaint, you are encouraged to let us know as soon as possible. You may make a complaint by telephone or in writing. If you wish your complaint to be dealt with by a person who has not previously been involved in the matter, we prefer the complaint to be made in writing, even if only in a short email, as that enables us to investigate the background before responding; but you may, if you wish, raise the matter by telephone, and you should do so particularly if the matter requires immediate or prompt resolution.

To make a complaint, please contact the person concerned or, if the complaint is about a member of staff and you wish your complaint to be considered at a more senior level, please write to, or ask to speak to, the Lead Director.

If the discussion is by telephone, the person you contact will make a note of the details of your complaint and what you would like done about it. That person will discuss your concerns with you and aim to resolve them. If the matter is resolved, he or she will record the outcome, check that you are satisfied with the outcome, and record that you are satisfied. You may yourself wish to record the outcome of the telephone discussion in writing.

If your complaint is not resolved by the person you are complaining about, you will be invited to write to us about it within the next 14 working days so that it can be investigated, or investigated further, by the Lead Director. When writing, please state your name; address and contact telephone number, which member/s of staff you are complaining about, and what you would like done about it.

If you wish the Lead Director to consider your complaint, please address your letter to:
          The Lead Director, Apna Research, The Enterprise Hub, Green Lane, Walsall WS2 8JH

If your complaint concerns the Lead Director, it will be handled by the immediate past the Lead Director.
We aim to respond to complaints within 14 working days.  If this is not going to be possible, we shall let you know indicating why and setting a new date for our response.

When your complaint has been investigated and considered, the Lead Director will reply to you, setting out the nature and scope of the investigation carried out, the conclusion reached on the complaint and the basis for reaching that conclusion and, if they consider  the complaint to be justified, their proposals for resolving the complaint.

If your complaint involves a matter which may give rise to an insurance claim, the member of staff will be obliged to inform his or her insurers, who will then need to be consulted before any proposals can be put to you to resolve your complaint. This may affect the speed with which we are able to respond to complaints in these circumstances.

All conversations and documents relating to the complaint will be treated as confidential and will be disclosed only to the extent that is necessary.  In all cases, in addition to the person/s complained about, the Lead Director will be aware of the complaint, since they maintain a central written record of all complaint cases.

As part of our commitment to quality of service and client care, the central written record of complaints is reviewed regularly and any points arising which indicate a need for us to adjust an existing practice or procedure considered.