Complaints Policy

1. Introduction
At Caddy Comps, we are committed to delivering a high standard of service and ensuring a positive experience for all participants. We welcome feedback and recognise the importance of resolving concerns in a prompt, fair, and transparent manner. This policy outlines how we handle complaints in line with best practice standards.

2. What Is a Complaint?
A complaint is defined as any expression of dissatisfaction, whether made verbally or in writing, regarding our services, actions, or failure to act.
Where there is any uncertainty as to whether a communication constitutes a complaint, we will treat it as such to ensure it is fully considered and addressed appropriately.

3. How to Make a Complaint
Complaints can be submitted via the following channels:
•  Email: [email protected]
(Please use the subject line: “Official Complaint”)
•  Post:
Caddy Comps Ltd – COMPLAINTS
Wittering Grange Farm
Wansford
Peterborough
PE8 6NR
(Please include email so that we are able to reply. Note, we will not reply by post and so if email is not provided, we will be unable to respond)

4. Complaints Handling Procedure
Upon receiving a complaint, we will:

• Acknowledge receipt of the complaint
• Conduct an internal investigation, which may include:
  • Reviewing relevant records
  • Gathering necessary information
  • Speaking with any involved parties

We aim to provide a full response within 15 working days of acknowledging the complaint.
If additional time is required, we will:

• Inform the complainant of the delay
• Explain the reasons
• Provide an updated timeframe for response

5. Confidentiality
All complaints are handled in strict confidence and in accordance with our Privacy Policy and applicable data protection laws.