Customer complaints procedure

We aim to provide all our customers with a high level of service. However, if for any reason you are not satisfied with the service that you have received from us, please contact an advisor who will investigate and respond to your complaint. If you are not happy with the response you receive, and wish to make an escalated complaint, please follow our complaints procedure as detailed below. We give our commitment that your concerns will be fully investigated by a senior member of staff who has not been involved in your case, and your complaint will be dealt with fairly, promptly and sensitively.

How do I make a formal complaint?

If you have made a complaint to an advisor and are not happy with the response that you receive then you can escalate your complaint. All complaints should be made to the department manager.

Please send your complaint to:

Mr John Catterson
City View House
5 Union Street
Manchester
M12 4JD
Email: john@mcginnessassociates.com
Or telephone us on 0161 277 7676

What happens next?

When the manager has received your complaint, it will be acknowledged within five working days.

We will then fully investigate your complaint and aim to respond within 10 working days.

If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response.

If your complaint takes longer than 8 weeks to investigate, we will let you know the reasons for the delay, and advise that you have the right to refer your complaint to the Legal Ombudsman for free, independent adjudication. However, we aim to address all complaints within 10 working days of receipt.

Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

What happens if I am not satisfied with the response I receive?

If you are not satisfied with the response that you have received from the department manager then you have a period of 20 working days, from the date of our response, to make a higher escalated complaint to our Director responsible for Customer Care. If we do not receive an escalated complaint within 20 working days, we will consider the case to have been resolved.

If you wish to make a higher escalated complaint, please ensure that you include details of your previous complaint, and reasons for your dissatisfaction. Again, you should receive a final response within 10 working days, and the same 8 week rules apply.

Ideally, all higher escalated complaints should be made in writing and include the following information:

  • Your name and contact details and other information if appropriate
  • The details of the initial complaint
  • A clear description of your concern or complaint
  • What steps you would like us to take to resolve the issue
  • Please write ‘Complaint’ clearly on the top of your letter or in the subject line of your email.

Please send your complaint to:

Peter Cheney

McGinness Associates
City View House
5 Union Street
Manchester
M12 4JD
Email: peter@mcginnessassociates.com
Or telephone us on 0161 277 7676

What happens next?

When the Director responsible for Customer Care has received your complaint, it will be acknowledged within five working days.

We will then fully investigate your complaint and aim to respond within 10 working days.

If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response.

What happens if I am still unhappy with the outcome?

You are able to refer your complaint to the Legal Ombudsman if you are not satisfied with the decision made by McGinness Associates, or if you have not had a final response 8 weeks after your complaint has been received.

Their contact details are as follows:

Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

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