Complaints and Quality

Quality and continuous improvement sit at the core of how we work. If something we have done has fallen short — the work itself, the way it was delivered, or the way you were treated — we want to hear about it. A complaint is information we can act on, and it feeds directly into how we improve.

How to raise a concern

You can raise a concern or a formal complaint in whichever way suits you best:

• By email: info@scadvisorygroup.co.uk — the quickest route, and it gives us a written record from the start.
• By phone: +44 23 8225 0164
• By post: Scrumptious Consultancy Limited, 5 & 6 Northam Business Centre, Southampton, SO14 5RP.
• Through your usual contact: if you are working with us, you can raise it with your engagement lead directly. You do not have to go through them if you would rather not.

It helps us if you can tell us what happened, when it happened, who was involved, and what outcome you are looking for. If you would prefer your complaint to be handled by someone not involved in the work, say so and we will arrange that.

What happens next

1. We acknowledge it. We confirm we have received your complaint and tell you who is handling it.
2. We look into it. We review the work and the records, and speak to the people involved. We may come back to you for more detail.
3. We respond. We tell you what we found, what we are going to do about it, and what we are changing so it does not happen again.
4. We record and review it. Complaints are logged and reviewed as part of our quality management system, so that patterns are visible and corrective action is tracked.

If you are not satisfied with our response

If you are not satisfied with the outcome, you can ask us to look at it again. An escalated complaint is reviewed afresh by someone who was not involved in the original decision. Tell us why you think the outcome is wrong and what you would like to happen, and we will tell you who is carrying out the review.

Complaints about data protection or accessibility

Some concerns have their own route. For how we handle your personal information, and your right to complain to the Information Commissioner’s Office, see our Privacy Policy. If you cannot use part of this website, see our Accessibility Statement. You can always use the routes on this page instead if you prefer.