Complaints Procedure

1. Complaints

We endeavour to always deliver a professional, courteous service to all our customers. However, while we work hard to provide a high-quality service, we are aware that sometimes a service is not delivered at the level expected. The first port of call on these occasions should be the assigned relationship and/or account manager, who can engage resource within the business to achieve a prompt resolution. In the event this resource is unable to resolve the matter appropriately, or if the complaint is concerning the resource itself, then we are keen to understand what has gone wrong. This covers all complaints regarding services offered, and the quality of service delivered by any employee.

2. Submitting a Complaint

Complaints should be emailed to, either directly by the party wishing to lodge a complaint or via any company employee. All complaints should contain as much detail as possible about the event, including any relevant correspondence/documentation. Complaints are registered with several members of the executive board, hereinafter referred to as the 'complaints committee'.

3. Complaint Handling Standards

  • • All complaints are examined and investigated by the complaints committee.
    • A member of the complaints committee will reply with a formal response within five working days of the initial complaint submission.
    • The written response will provide a resolution that may be accepted or, failing that, parties will enter a discussion to reach a resolution.
    • We subscribe to an Ombudsman scheme. If a resolution cannot be reached amicably, complaints can be escalated to the Ombudsman who will try to resolve the situation to the satisfaction of both parties.
    • Complaints will be treated fairly, impartially and in confidence.

4. Monitoring and Reporting

We monitor all complaints to identify any patterns or underlying problems, and trends are analysed according to department, service type, carrier, and user. The complaints committee report all complaints to the shareholder board monthly.

5. Applicability

The above information is relevant to anyone who has any interaction with our employee's or contractors.