Complaints Procedure


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 business is

Kenny Webster, Compliance Manager effective 1/12/2019.

The person named above is referred to as the Complaints Manager throughout this document.

Policy Statement

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 repeated complaints.

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

Handling Complaints

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 theirs.

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.

Resolving Complaints

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 founded.

The following standards have been agreed throughout our business:

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 appendix ii).

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).