Continual Improvement
Give Feedback.
Your feedback drives our ISO 9001 continual improvement programme. All feedback — positive or negative — is reviewed at our management review meetings and used to shape how we operate.
← Back to Legal & ComplianceWhy Feedback Matters
Under our ISO 9001:2015 quality management system, client and stakeholder feedback is a primary input to our continual improvement cycle. We track it, analyse it, and act on it.
What happens with your feedback
All feedback is logged, categorised, and reviewed. Where action is required, a corrective or preventive action (CAPA) is raised and tracked through to closure. If you request it, you will receive a summary of any action taken in response to your specific feedback.
What we do well, we protect. What we do badly, we fix.
Positive feedback helps us identify and reinforce what's working. Negative feedback triggers immediate review. We do not treat negative feedback as a formal complaint unless you explicitly wish to make one.
How to Share Feedback
Choose whichever method is most convenient. There is no required format — plain language is fine.
Include your name, your organisation, and any relevant context. You do not need to provide a formal structure.
Phone
+44 (0)1242 521 967Mon–Fri, 9am–5:30pm GMT
Ask to speak to the quality team, or leave a message and we will call you back.
Post
Quality TeamCoaley Peak Ltd
The Limes, Bayshill Road
Cheltenham, GL50 3AW
United Kingdom
Feedback or a Formal Complaint?
If your feedback is negative and you wish to make a formal complaint — for example, if you believe we have breached a contractual obligation or caused harm — please use our formal complaints procedure instead. Formal complaints have specific acknowledgement timescales, escalation routes, and external referral options that informal feedback does not.
Make a formal complaint →Anonymous Feedback
You may submit feedback anonymously. Anonymous feedback is reviewed and acted upon in the same way as identified feedback; however, we are unable to provide you with a response or update on any actions taken.