Our overall policy in dealing with your complaint;
Calculus is committed to providing a high quality service to everyone we deal with. We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your comments and complaints, treat them seriously, and learn from them. A full copy of our complaints procedure will be supplied, upon request, should you require this.
We have a 3-stage complaints procedure.
Stage 1– In the first instance you should try and resolve your complaint with the staff member that provided the service.
Stage 2 – If you are not happy with the outcome of Stage 1, you can raise your complaint with our Technical Director – Jonathan Cape who will arrange a review of your complaint.
Stage 3 – If you are still unhappy with the situation you can ask for your complaint to be referred to our Managing Director – John Hayes.
At each stage of the procedure we will acknowledge receipt of your written complaint within 5 working days and we will send you a full reply within 10 working days. If we cannot send a full reply within 10 days we will tell you the reason why and let you know when we will be able to reply in full.