Complaints Procedure

The DR Company Complaints Procedure

1. Introduction

Every year the DR Company helps many people. We aim to provide the best service possible to everyone we deal with at all times, however, occasionally someone comes away dissatisfied. That is why we have a complaints procedure.

Please note that this complaints procedure does not apply to applicants who are dissatisfied with the outcome of their Greater Dartmoor LEAF or South Devon Coastal LAG funding application. That is handled through a separate Appeals Procedure which is provided with the decision information for eligible applicants.

2. How to Complain

It is important to let us know if you are unhappy and to give us the chance to put things right.

In the first instance, please contact a member of the team or ask to speak to a manager and we will endeavour to help you.

If this is not possible or suitable for your concern, you can make a formal complaint by emailing or writing to the Managing Director explaining what you are unhappy about.

3. How We Handle Complaints

We will treat your complaint confidentially, seriously and quickly.

If we can sort out the problem straight away we will, and we will let you know what we have done.

If it will take longer to sort out the issue, we will let you what we are going to do and keep you informed about progress.

Sometimes, unfortunately we make mistakes, and all we can do is to explain ourselves and apologise. But we do want to learn from our mistakes. What you tell us helps to improve our service to you.

 4. Review of your complaint

If you are still not happy after we have endeavoured to respond to your complaint, you can request a further review.

The review will be conducted under the direction of the Operational Board, a group of Directors of The DR Company chaired by the Company Chairman.  You will be informed about how they will approach the review and the timescales and you will be kept informed about progress.