SBPM Care Complaint Procedure

Our aim

We want to resolve concerns fairly, consistently and without unnecessary delay. It is free to complain, and making a complaint does not affect your statutory rights.

Before making a formal complaint

For a routine question, appointment change, billing query or cancellation, Customer Care may be able to help immediately. Contact support@sbpmcare.com — we review messages during Monday to Friday, 9:00am to 5:00pm UK time, excluding UK bank holidays. If you remain dissatisfied, tell us that you want the matter treated as a formal complaint.

How to complain

Email support@sbpmcare.com with “Complaint” in the subject line, or write to Centenary House, Peninsula Park, Rydon Lane, Exeter, Devon, EX2 7XE, United Kingdom. Please include:

• your name, service address and account email;
• the order, invoice, appointment or report reference if available;
• what happened and when;
• any relevant documents or photographs; and
• the outcome you would like us to consider.

If you need a reasonable adjustment or another format, tell us what would help. You do not need to disclose a diagnosis.

What happens next

1. We aim to acknowledge your complaint within two working days and provide a reference and named contact.
2. Customer Care will review the relevant contract, communications, payment and field-service records and may ask you or the field partner for more information.
3. We aim to provide a substantive response within ten working days. If the matter is complex, we will explain the reason for delay and give an expected date. We aim to issue a final response within twenty working days.
4. If you disagree, you may ask a Customer Care Manager who was not responsible for the original decision to review it. The review will consider the information already provided and any new evidence.
5. Our final response will state the outcome, reasons, any remedy and whether an ADR or other complaint-resolution arrangement is available because SBPM is required or committed to participate.

Possible outcomes

Depending on the facts, we may explain the service or charge, apologise, correct a record, repeat or rearrange work, provide an appropriate price reduction or refund, improve a process, or decline the complaint with reasons. This list does not limit legal remedies.

Independent help and ADR

You may obtain independent consumer advice from Citizens Advice at citizensadvice.org.uk/consumer or 0808 223 1133. If SBPM is obliged or has committed to use an accredited ADR scheme for your dispute, our final response will provide its name, website and the practical steps for referral. We will not direct you to a scheme that is not available for the dispute.

You remain free to pursue your legal rights in court. ADR is not used to prevent access to the courts.

Privacy and complaint records

We use complaint information to investigate, communicate, provide remedies, meet legal obligations and improve service. The Privacy Notice explains lawful bases, sharing, retention and rights.