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Complaints Procedure

How to Make a Complaint

Here’s the plan aims to provide the highest standard of service and to get things right. Any complaint that we receive helps us to better understand how we are doing, lessons we can learn and the improvements we can make. We are committed to listening to our customers, acknowledging concerns and putting things right where appropriate.

1 Our Responsibility

We consider a complaint to be a formal expression of dissatisfaction about any aspect of our service by a person who has been directly involved in the service complained of. We take complaints seriously. We will respond to complaints effectively and deal with them sensitively, fairly and thoroughly. We will not treat any complainant less favourably on the basis of their gender, sexual orientation, race or ethnicity, disability, or religion or belief or, as a consequence of having made a complaint. All complaints will be treated in the strictest confidence.

2 Your Responsibility

Complaints should normally be made within 3 months of an incident or of the matter coming to your attention. This time limit can be extended provided you have good reasons for not making the complaint sooner and it is possible to complete a fair investigation. This decision will be taken by the Directors in discussion with you.

You can make a complaint verbally, in writing or by email. If you make a complaint verbally, a record of your complaint will be made and you will be provide with a written copy.

Please provide us with as much detail as you can to help us investigate your complaint:

3 How we Treat your Complaint

When we receive a complaint, we immediately refer it to an appropriate staff member who will then carry out an investigation.

We will reply in writing, or by telephone, within 5 working days from when we receive your complaint. If it is not possible for us to fully respond to you within this time, we will let you know and tell you what we are doing to deal with your complaint, when you can expect the full reply and from whom.

We will always acknowledge where things could have been done better and tell you what we will do to avoid the same thing happening again. Equally, if we don’t agree with your complaint, we will let you know why. Ultimately, we want all customers to be able to say: ‘I felt confident to speak up and making my complaint was simple. I felt listened to and understood. I felt that my complaint made a difference’.

4 Not Happy with the Outcome?

If at the final stage of the complaint you remain dissatisfied with the outcome, or the way in which it was dealt with, and you have requested a ‘letter of deadlock’ you can refer your complaint to an alternative dispute resolution service, Ombudsman Services that deal specifically with complaints about Third Party Intermediaries.

We are registered as members of this service and if we cannot resolve your complaint internally, then they have the power to investigate and direct resolution.