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