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 Graeme Rankin
City View House
5 Union Street
Or telephone us on 0161 277 7676
What happens next?
When the manager has received your complaint, it will be acknowledged within two 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 the right to refer your complaint to the Legal Ombudsman for free, independent adjudication.
Ideally, all complaints to managers 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.
The contact details of the Legal Ombudsman:
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333