Complaints Procedure

Last updated: 18 September 2026

We aim to provide a high standard of service to every client. If you’re ever unhappy with any aspect of our work, we want to hear about it so we can put things right.

How to make a complaint

Please contact us in writing, by email to info@thebasgroup.co.uk or by post to 7 Letchworth Close, London, BR2 9BD, addressed to “the Practice Principal”. Please include as much detail as possible, including what happened and what outcome you’re looking for.

What happens next

We will acknowledge your complaint asap. The assigned officer will look into your complaint and respond with our findings and any proposed resolution within 20 working days. If we need more time to investigate fully, we’ll let you know and keep you updated on progress.