- ensuring that filing a complaint is not unduly burdensome to the complainant;
- treating a complaint seriously in whatever manner it is communicated to us;
- dealing with complaints promptly;
- including in our response an apology for mistakes we may have caused; an explanation of our position, and/or information on any actions taken; and
- learning from complaints and using them to improve our service.
FILING A COMPLAINT:
Prepare your written complaint and have it received by our duty manager. The contents of the complaint should include:
- the nature of the problem
- the date and time when the issue occurred
- the persons you were dealing with
- how you want us to resolve the matter
You may use the attached the Complaint Template attached at the bottom of this webpage for guidance.
You may send your report by fax to 020 79376140, or by email to email@example.com. Please advise if a reply from us by email is acceptable; otherwise, please provide us your telephone number or a full postal address.
To discuss your complaint by telephone, please call the duty manager at telephone number 020 73684490.
HOW WE HANDLE COMPLAINTS:
We aim to reply fully to all complaints within 7 days from date of receipt; if, due to the complexity of the case, it is not possible to resolve it within the committed time,an interim response will be issued advising the client what is being done to deal with the complaint, and when a full reply may be expected and from whom.
If, despite the initial response, the complainant still is not completely satisfied, complaints may be elevated to our Complaints Handling Officer:
Mr. Vincent Otieco
1st Floor, 12 Kensington Church Street
London W8 4EP
Tel no. 020 73684490
Email Add: firstname.lastname@example.org
Finally, unresolved cases after 5 weeks of first being reported to us may be brought to the attention of the Financial Ombudsman Service for further advice and guidance:
The Financial Ombudsman Service
The Exchange Tower
London E14 9SR
Tel no: 0800 023 4567 or 0300 123 9123