Our standards for handling complaints 

We treat all complaints seriously, whether they are made by letter or by email. 

You will always be treated with courtesy and fairness - we would hope, too, that you will be courteous and fair in your dealings with our staff at all times. 

We will treat your complaint in confidence within the department. 

We will deal with your complaint promptly - we will acknowledge receipt of a written complaint within 5 working days, and we will send you a full reply within 20 working days of receipt. 

If we cannot send a full reply within 20 working days of receipt, we will tell you the reason why and let you know when we will be able to reply in full. 


All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998. 

How to complain 

You can make a complaint by email or post. 

You can send an email to TheMD@forfront.com or in writing to The Managing Director, Forfront Ltd, Global House, Ashley Avenue, EPSOM, KT18 5AD, UK. 

We have a 2-stage complaints procedure. At each stage it will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence and stating that you are making a complaint in line with our procedure. 

The stages of the complaints procedure 

Stage 1 

This is the first opportunity for us to resolve a complainant’s dissatisfaction, and the majority of complaints will be resolved at this stage. In the first instance, we will try to get your complaint resolved by the team manager responsible for the team against whom the complaint has been made. Upon receipt of your complaint, we will contact the relevant team manager and ask them to deal with your complaint. 

Stage 2 

If you are dissatisfied with this response, you may request a review by the director of the relevant team. Your request should be sent to TheMD@forfront.com or the postal address given above, who will forward your request to the director of the relevant team for a review. 

Timescales for handling a complaint 

Stage 1 - maximum 20 working days 

  • Acknowledgement within 5 working days 

  • Full response within 20 working days 


Stage 2 - maximum 20 working days 

  • Acknowledgement within 5 working days 

  • Full response within 20 working days