Complaints information

Newlife prides itself on providing a first class, reliable and efficient service to all our users. Complaints/feedback are key to monitoring our service and wherever possible we seek to take action to prevent reoccurrence of a problem.

We define a complaint as an expression of dissatisfaction, whether oral or written, about a service or activity provided by Newlife. A complaint can be made up to two months from the issue giving rise to it. Your complaint will be dealt with by the relevant manager.

All complaints received will be acknowledged within three working days of receipt. We will investigate the matter and get back to you within 14 days. Should we have to, in exceptional and more complex circumstances (for example, if a key member of staff is on annual leave or sick), we may need more time to gather all the information – if this is the case, we will contact you in writing.