This document sets out how we will manage any customer
complaints received. This policy and process forms a key part of our staff
training programme. In addition, it details how and when we will communicate
with our customers when they do complain and importantly how we will work to
resolve their complaints in a timely manner.
We believe our organisation
provides a first-class service to our customers. However,
we also understand that occasionally things may go wrong and not be to the
entire satisfaction of our customers.
When our customers make us aware of any shortcomings in our
products or our service we will always respond in a professional and courteous
manner and ensure that our first-class service is maintained throughout the
investigation and resolution of their complaint.
The person in our organisation responsible for this area of our
Kenny Webster, Compliance Manager effective 1/12/2019.
The person named above is referred to as the Complaints Manager throughout this document.
We believe that we provide a first
class service to our Customers.
To ensure that this statement remains
true we will proactively:
- Provide each Customer with a copy of
our “How to Complain” leaflet when they first do business with us;
- Train all of our staff to understand
the importance of our complaint management system;
- Respond positively and professionally
if our Customers do complain; and
- Learn from any feedback provided by
our Customers and Staff and amend our processes if appropriate to avoid
This Policy Statement will be reviewed
at least once a year and amended as required to ensure it remains current and a
key element of our business.
Dates Reviewed: Date Initials
It will always be free
of charge for customers to lodge a complaint and they have a choice of how
they complain (letter, email, telephone call, personal visit) will always be
When we receive a complaint from a Customer we will
immediately start to collate the information we need to complete the Complaint
Management Form (there is a copy within appendix i).
After the initial information has been collected the Collection Manager will assign the
complaint to an appropriate member of staff.
The designated person will not have any conflicts of interest in managing
and investigating the complaint. All complaints will be investigated
competently, diligently and impartially so we can be sure that we are able to treat our Customers fairly.
Following the steps shown on the ‘process flow’ chart later
the complaint will be thoroughly investigated and the Customer kept appraised
by the agreed communication method on a regular basis.
Once the complaint has been fully investigated the Complaints Manager will authorise any
appropriate action, which may or may not involve compensating the customer.
We will endeavour to resolve complaints in a timely manner
and to the satisfaction of all concerned.
This means we will aim to resolve all complaints quickly
while making certain they are also investigated thoroughly, to reassure customers
that their complaints have been reviewed fully and the resolution is well
The following standards have been agreed throughout our
Every complaint received, and that is
not resolved by the close of the next working day, will be acknowledged within five working days and a copy of the
“How to Complain” leaflet sent to the customer (see standard letter template within
We will advise the customer on each
communication when they will next hear from us (see continuation letter template
within appendix iii).
We will endeavour to resolve complaints
in a timely manner and within eight weeks
as a maximum.
If we cannot resolve a complaint then
we will remind customers of the Financial Ombudsman Service (see final response
letter template within appendix iv).