Complaints Procedure

Complaints Procedure

In house complaints procedure –

We maintain and operate an in house complaints procedure.

If you have a complaint your distrikt agent will attempt to resolve this informally within 24 hours.

If you are still unhappy your complaint will be referred to a director within 24 hours. A director will then contact you within 2 working days and attempt to remedy the issue over the phone. If we are still unable to resolve your complaint we will request you provide a formal written complaint.

Within 2 working days of receiving a written complaint a director will acknowledge receipt and confirm the complaint is being investigated. We will investigate the issues brought to our attention and conduct interviews with the relevant agent. We will also check our in-house software where all contact is recorded. Once completed written reply is sent within 10 working days.

Upon the completion of our investigation and receipt of our written statement we will include how the matter can be referred to the ombudsman if necessary. Any referral must be done within 12 months of our final view.