Complaint

Complaints Procedure

At Holden Grange, we are committed to providing excellent service. If you are unhappy with any of our services or have a concern, we want to hear from you. Your feedback is vital in helping us improve and ensure we continue to meet your needs.

How to Raise a Complaint:

If you have a complaint, please follow these steps:

• In the first instance, contact our team via the following methods:

  • Phone: 0808 1644 440

  • Email: info@holdengrange.com

  • Address: Holden Grange Ltd, 140 Norwood Road, Southport, PR8 6EH

• In the first instance, contact our team via the following methods:

  • A clear explanation of the issue

  • Dates and times of the incident

  • Names of any individuals involved (if known)

  • The impact the issue has had on you

  • What you would like to see happen

We will acknowledge your complaint within 4 working days and aim to provide a full response within 10 working days.

If you are not satisfied with our initial response, you may request a review of your complaint by our ARC Manager. We will acknowledge your request within 4 working days and respond within 10 working days.

If you are still unsatisfied after the ARC Manager’s review, you can escalate the matter to:

Citizens Advice Consumer Service
2nd Floor, Fairfax House, Merrion Street, Leeds, LS2 8JU
Helpline: 03454 04 05 06
Textphone: 18001 03454 04 05 06

For Welsh-speaking advisors:
Welsh-speaking advisor: 03454 04 05 05
Textphone for Welsh-speaking advisor: 18001 03454 04 05 05