Customer governance
Complaints & Escalation Procedure
We aim to resolve concerns fairly, professionally and without unnecessary friction. Raising a complaint will not disadvantage a customer in the provision of contracted services.
How to complain
Send a written complaint through your usual Raeburn Consulting contact or to contact@theraeburngroup.com, clearly marking it as a complaint. Include the service/project, what happened, relevant dates, supporting information and the outcome sought.
Acknowledgement target
We aim to acknowledge a formal complaint within 2 business days and identify the person or team handling it.
Review and response
The complaint is reviewed by someone with appropriate authority and, where practicable, not solely by the person whose conduct or decision is challenged. We aim to provide a substantive response within 10 business days of receiving sufficient information to investigate. If a complex matter requires longer, we will explain why and provide a revised target or progress update.
Escalation and final response
If you remain dissatisfied, you may request an internal escalation/review. The final internal response will state the outcome, material reasons and any further action Raeburn has agreed to take. This does not remove contractual, statutory or regulatory rights.
Specialist routes
Security vulnerabilities should be reported to security@theraeburngroup.com. Privacy/data-protection concerns can be sent to dpo@theraeburngroup.com. Matters indicating a security incident, personal-data breach, unlawful conduct or safeguarding concern may be escalated immediately through the relevant specialist process.