Complaints Policy

1. Purpose

This policy outlines the procedure for handling complaints to ensure fair, efficient, and transparent resolution. At Mycosia we are committed to addressing concerns promptly and effectively, and learning from complaints to improve our services.

 

2. Who Can Make a Complaint?

Any individual or entity who has a legitimate interest in our services or activities can make a complaint.

 

3. How to Make a Complaint

  • Verbal Complaints: You can make a verbal complaint by calling us at 07857181646 
  • Written Complaints: You can send a written complaint to mycosiauk@gmail.com or mail it to MycosiaUK CIC, 2 Spring Street, Derby, DE22 3UF.
  • Online Complaints: You can submit a complaint through our website at www.mycosia.co.uk

 

4. Complaint Handling Procedure

  1. Acknowledgement: We will acknowledge receipt of your complaint within 5 business days.
  2. Investigation: We will investigate your complaint thoroughly and objectively.
  3. Response: We will provide a written response to your complaint within 20 business days, outlining the outcome of our investigation and any actions taken.
  4. Confidentiality: We will treat your complaint with confidentiality, to the extent possible, and will not retaliate against you for making a complaint.
  5. Review: We will review our complaints policy annually to ensure it remains effective and relevant. 

 

5. Escalation

If you are not satisfied with our response, you may escalate your complaint to Companies House.

For any questions about this policy or to make a complaint, please contact us at:

  • Phone: 07857181646
  • Email: mycosiauk@gmail.com
  • Address: MycosiaUK CIC 2 Spring street Derby DE22 3UF
  • Website: www.mycosia.co.uk