Complaints Policy and Procedure
FDG Group Limited is committed to providing a quality service for its customers and partners working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers and partners, and in particular by responding positively to complaints, and do our best to respond as quickly as possible and put matters right if we can.
Therefore we aim to ensure that:
§ Making a complaint is as easy as possible;
§ We treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
§ We deal with it promptly, politely and, when appropriate, confidentially;
§ We respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.;
§ We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.
We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:
§ Resolve informal concerns quickly;
§ Keep matters low-key;
§ Enable mediation between the complainant and the individual to whom the complaint has been referred.
An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
FDG Group Limited defines a complaint as ‘any expression of dissatisfaction (with FDG Group Limited, with a member of staff, or with a business partner) that relates to FDG Group Limited and that requires a formal response’.
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.
FDG Group Limited responsibility will be to:
§ Acknowledge the formal complaint in writing;
§ Respond within a stated period of time;
§ Deal reasonably and sensitively with the complaint;
§ Take action where appropriate.
A complainant’s responsibility is to:
§ Bring their complaint, in writing, to FDG Group Limited attention normally within 8 weeks of the issue arising;
§ Raise concerns promptly and directly with a member of staff in FDG Group Limited;
§ Explain the problem as clearly and as fully as possible, including any action taken to date;
§ Allow FDG Group Limited a reasonable time to deal with the matter;
§ Recognise that some circumstances may be beyond FDG Group Limited control.
Responsibility for Action: All Staff of FDG Group Limited.
Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and FDG Group Limited maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.
Monitoring and Reporting: FDG Group Limited will produce annually an anonymized report of complaints made and their resolution.
Formal Complaints Procedure
In the first instance, if you are unable to resolve the issue informally, you should write or email to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. If your complaint concerns a member of FDG Group Limited staff, you should write formally to the individual concerned. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 5 working days of receipt. You should get a response and an explanation within 28 working days.
You can contact us to complain by calling 0115 8456556 Option 4 or email email@example.com or in writing to:
FDG Group Limited, Old Coach House, 57 Blyth Street, Nottingham, NG3 5HP
Financial Ombudsman Service
The Financial Ombudsman Service provides a free, independent service for clients to solve disputes with not for profit debt advice providers.
The Financial Ombudsman Service will only step in once a company has had the opportunity to investigate matters, so please contact us first.
If you are not satisfied with the our final response or if eight weeks have passed since you first let us know about your concerns, you can ask the Financial Ombudsman to review your complaint. You must do this within 6-months of the date of our final response letter.
Contact the Financial Ombudsman Service
Financial Ombudsman Service
London E14 9SR
0800 0 234 567 – free for people phoning from a ‘fixed’ line (e.g. a landline at home)
0300 123 9 123 – free for mobile phone users who pay a monthly charge for calls to numbers starting 01 and 02.