1. Introduction

We always aim to provide a high standard of care in all our services. Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know.

2. Making a suggestion

Often people feel more comfortable about suggesting improvements rather than complaining formally. If any organisation using our services, has any input or suggestions to make we are always more than happy to listen.

3. Making a complaint

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in complete confidence.

4. How you can make a complaint

You can complain:

In person
By telephone
Through a member of our team
Through an advocate or representative
By letter
By email

where someone complains orally we will make a written record and provide a copy of it within 3 working days

5. Anonymous complaints

We deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can tell you the outcome of our investigation.

6. Responsibility

The Registered Director has overall responsibility for dealing with all complaints made about their service.

We will provide as far as is reasonably practical:
Any help you need to understand the complaints procedure; or
Advice on where you may get that help.

7. How we handle complaints

The Registered Direct may ask one of the team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.

We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.

We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.

When we have finished investigating, we will arrange a call with you to discuss the outcome, and write to you with:
Details of the findings;
Any action we have taken; and
Our proposals to resolve your complaint.

8. Time limits

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.