All complaints, whether they concern our services, our customer service service, or our employees should be made in one of the following ways:

• In writing, addressed to Danny Davison & Dominic Bonaker, 17-21 Castle Street, Cardiff, CF10 1BT
• By email, addressed to Danny Davison and Dominic Bonaker: danny@familyfirstprofessionals.com & dominic@famlyfirstprofessionals.com
• By contacting Family First Professionals by telephone on 02922806832
• By contacting our Clients directly.

When making a complaint, you will be required to provide the following information in as much detail as is reasonably possible:

Your preferred contact details (We will contact you using your preferred contact method as your Complaint is handled);

• If you are making a Complaint on behalf of someone else, that person’s name and preferred contact details as well as your own;
• If you are making a Complaint about a particular transaction, the approximate time, date and location the transaction took place;
• If you are making a Complaint about a particular employee of ours, the name,
• ID number and, where appropriate, position of that employee if reasonably possible;
• Further details of your Complaint including, as appropriate, all times, dates, events, and people involved;
• Details of any documents or other evidence you wish to rely on in support of your Complaint;
• Details of what you would like Family First Professionals. or our Client to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)

Any complaint that we receive is discussed with the fundraiser who is responsible, face to face. You will have a response reported back to you within 48 – 72 hours.