Complaints Policy
Policy
This policy is intended to ensure that all complaints are handled fairly, consistently and in a timely manner. The Business will take all complaints seriously and will investigate thoroughly where required. Wherever possible we will resolve complaints reasonably and sensitively taking action where appropriate.
Objectives
- To ensure making a complaint is as easy as possible.
- To provide appropriate training to all complaint handlers
- To ensure an appropriate level of authority to resolve complaints.
- To ensure clear and prompt communication
- To be solution focussed
- To resolve all complaints and wherever possible to the complainant’s satisfaction
Scope
- A complaint may be made in person, on the telephone or in writing.
Complaint’s procedure
Stage one – Receipt of Complaint
- Individuals wishing to make a complaint can do so in person, on the telephone or in writing.
- Complainants should contact the individual who dealt with the original enquiry in the first instance.If the complaint cannot be resolved, then the complaint will be escalated to a Manager.
- All complaints in writing should include, wherever possible, the name and address or contact details, the nature and date of the complaint and the preferred resolution.
- On receipt, all complaints will be acknowledged within 3 days.
Stage Two – Investigation
- All written complaints will be investigated.
- FCA complaints will be escalated to the Compliance Manager.
- All Complainants will receive an initial response within 10 days.
- All Complainants will receive confirmation of the outcome of investigation and have the opportunity to discuss.
- All complainants will receive any remedies and recommendations made.
Stage Three – Appeal
- If the complaint cannot be resolved to the complainant’s satisfaction it may be escalated to the Compliance Manager
- If the complainant is still not satisfied with the outcome, they have the right to complain to
- The Motor Ombudsman 71 Great Peter Street London SW1P 2BN - 0345 241 3008.
- The Financial Ombudsman Service Exchange Tower London E14 9SR.0800 023 4 567 complaint.info@financial-ombudsman.org.uk