Complaints Policy

Tansom Heritage Group Ltd is committed to providing a professional, transparent and reliable service. If you are dissatisfied with any aspect of our work, we encourage you to let us know so we can address the issue promptly and fairly.

How to Make a Complaint If you wish to raise a complaint, please contact us by email at tom.tansom@tansomheritage.co.uk. Please include:

• Your name

• A description of the issue

• Any relevant dates or details

• What outcome you are seeking

How We Handle Complaints We will:

• Acknowledge your complaint within 5 working days

• Review the matter carefully

• Request any additional information if needed

• Provide a full response within 20 working days

If the issue is complex, we will keep you updated on progress and provide a revised timeframe where necessary.

Outcome We aim to resolve all complaints fairly and professionally. Where appropriate, we may offer:

• An explanation

• A correction

• A remedy

• An apology

Further Action As a genealogy research business, we are not regulated by an external complaints body. However, if you remain dissatisfied after our final response, you are welcome to seek independent advice.

Contact Details Tansom Heritage Group Ltd Email: tom.tansom@tansomheritage.co.uk