Complaints Procedure

Submitting a complaint

Send your complaint to info@russelmanagement.com with your name, contact details, relevant reference number, a clear description of the issue and the outcome you are seeking.

Acknowledgement and review

We will acknowledge receipt and assess the matter using the information available. We may request additional documents or clarification before completing the review.

Response

We aim to provide a reasoned response within a reasonable period, depending on complexity and the involvement of third parties.

Records and fairness

Complaints are handled confidentially and recorded for service-improvement purposes. Raising a complaint will not prejudice the objective consideration of an existing enquiry or mandate.