If you want to complain, the first thing to do is to contact your case manager or the member of staff involved. They will try to resolve the matter immediately. If you remain dissatisfied, you may wish to make a formal complaint by writing to us.
Stage One
Complaints at Stage One will be formally recorded and managed by the case manager where the complaint originated. They will look into your complaint and reply within 20 working days. Where it is not possible to complete the investigation, and provide a response within that timeframe, we will write to you stating the date by which we hope to reply.
Stage Two
If you remain dissatisfied with the response received at Stage One you may escalate your complaint. This must be done within one month of our reply. Please provide details of why you remain dissatisfied. A more senior manager will review your complaint and provide a response within 20 working days. Where it is not possible to complete the investigation and provide a response within that timeframe, we will write to you providing the date by which we hope to reply.
This will be the end of the process for complaints relating to legal or financial ISSUEs.
Stage Three
If your complaint refers to the way in which we have conducted ourselves (a service complaint), and you remain dissatisfied following Stages One and Two, you can refer your complaint to the BOARD of directors for review. This must be done within one month of the Stage Two reply. The BOARD is responsible for reviewing complaints from clients in relation to the quality of the service provided by the company and our adherence to our published complaints procedure.