We are committed to maintaining the highest standards of honesty, integrity, and accountability in everything we do.
We recognise that sometimes things can go wrong, and our service may fall short of client, co-owner (employee) or third-party expectations. Our ‘speak up’ procedure ensures concerns about wrongdoing, unsafe practices, or behaviour that does not align with our values can be reported and dealt with in the appropriate way without fear of retaliation.
Clients – we are committed to providing excellent client service and we continually aim to be better, but we do recognise that sometimes things can go wrong, and our service may fall short of client expectations. When this happens, it is important to bring it to our attention as soon as possible with the relevant project manager/director so that we can investigate and resolve your complaint promptly and fairly. Your feedback helps us to understand you better, which in turn supports our aim to continually adapt and improve our services to you.
Co-owners – we respond to concerns from our co-owners through our internal policies.
Third parties (contractors, suppliers, or members of the public) – there is no regulatory or legal requirement to respond to a complaint about Turley from those who are not our clients. However, if you would like to raise something with us, we can consider if we can make any improvements and if we deem it appropriate to put things right, we will do so.
We take all concerns seriously and aim to handle them promptly, fairly, and confidentially.
Contact: speakup@turley.co.uk