COMPLAINTS HANDLING POLICY
We value your business and do not wish you to have any reason to be unhappy with us. We are confident of providing a high quality service. It is therefore important that you raise any concerns you may have with us immediately so that we may address them. This will help us to improve our standards.
Our complaints procedure
If you are dissatisfied with the service received or if you are dissatisfied with regard to a charge on a bill received, please first contact the member of staff who is dealing with your matter and they will try to resolve your concerns informally. Our aim will always be to deal with your concerns as quickly as possible and without recourse to any formal complaints procedure, if that is possible.
If it is clear that you remain dissatisfied, the member of staff will inform you of the existence of our formal complaints procedure by sending you a copy of this procedure.
You should contact Mr Kuddus Ali, our Complaints Handling Director in writing either by email at firstname.lastname@example.org or by post at 94 Whitechapel Road, London, E1 1JQ. Please outline the cause of your dissatisfaction and if possible, the action you would like us to take in order to remedy that dissatisfaction.
We will acknowledge receipt of your complaint within five working days and inform you of the name of the person who is dealing with your complaint. In order to obtain an independent and objective view, we may outsource stage 2 to an independent complaints handler. Your complaint will be acknowledged by them within 5 working days and a thorough investigation undertaken. We will record your complaint in our central register which is reviewed regularly by the firm.
The person investigating the complaint will have full access to all the information and personnel that they require to investigate your complaint properly. They may contact you directly to discuss and confirm your heads of complaints and request any further information from you to assist the investigation.
We will ask the person investigating the complaint to recommend the action which they believe would be recommended by the Legal Ombudsman if the complaint was referred to their office.
The person investigating your complaint will provide you with a detailed assessment report together with their recommendations to resolve the complaint, if any, a copy of which will be first forwarded to our Directors for review. If the complaint is outsourced, we will generally follow their recommendations made but if we think they are not appropriate we will explain our reasons to you.
We have 8 weeks from the date we receive your complaint to fully investigate and provide our final response to you.
If we have to change any of the timescales above, we will contact you to explain why.
You will not be charged for our time spent dealing with a complaint internally.