Complaints Policy
Step 1: Submit Complaint
The first step is to contact us. The best way to do this is by email, [email protected] as then we can find out exactly what’s happened and try to resolve the situation.
Please include your full name, address, contact telephone number and details about your complaint.
We’ll try to resolve the problem straight away if we can. If we can’t do this we’ll make a record of your complaint and agree the best way and time to contact you. This will normally be within five working days, unless we make a different arrangement with you.
If you prefer to write to us about your complaint please send your letter, including your name, address and contact telephone number, to:
The Event Director
London Landmarks Half Marathon, LLHM Ltd
Nicholas House
3 Laurence Pountney Hill
London EC4R 0BB
Step 2: Investigation
We will work to investigate your complaint thoroughly to find out all the facts and understand the
issues.
If we haven’t been able to investigate and resolve your complaint within 5 working days, we’ll contact you to let you know when you can expect a full response. We aim to respond in full to complaints within 21 working days.
Step 3: The next stage
If after getting our written response you’re still unhappy, please let us know in writing either by letter or email. Your complaint may be passed to our Chief Executive’s office and/or Trustees for further investigation and response. You can expect to receive a full response from them within 10 working days of us getting your most recent letter or email.
