What is a formal complaint?
A formal complaint is a complaint that is dealt with by Robert (The Action Group Chief Executive). You can phone Robert, write to him, or send him an email.
Robert will ask a member of the Quality Team, or another manager, to look into the issue for him. Robert will get back to you within 3 weeks.
If Robert thinks it will take longer than 3 weeks, we will get in touch and explain the reasons why.