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Complaints Procedure
At Daniels & Fox we will endeavour
at all times to deliver a professional, caring and courteous service to all of
our customers.
If you feel we have not lived up
to this promise, or if you feel we can improve or enhance our existing services
we would like to hear from you.
Who can complain
Anyone who feels that they have had a poor service
from us, or from someone providing the service for us, and have tried to get
the problem solved by speaking direct with the person involved.
Our standards for dealing with complaints
While we work hard to provide a
high quality service to our customers, we are aware that sometimes you may feel
you did not receive as good a service from Daniels & Fox as you expected.
As a result, and in keeping with our standards, we have in place a Customer
Complaints Procedure.
What will happen when you complain
·
We will treat
your complaint properly, fairly and impartially.
·
We promise that
making a complaint will have no implications for your dealings with our
organisation.
·
We will
apologise for any mistake, explain what happened and put it right wherever
possible.
·
We will change
the way we do things to avoid making the same mistake in the future.
What happens next
·
We will treat your complaint as
confidential at all times, and will deal with it in the following way.
·
We will make it easy for you
to make a complaint by doing the following
Giving you the chance to make a complaint:
·
By phone: (01305) 755614
·
In writing: Daniels & Fox Prospect House,
·
By E mail at jack@danielsandfox.co.uk
·
By visiting our website: www.danielsandfox.co.uk
·
By fax 01305 260676
·
Making the complaints
procedure easy for you to understand and use.
·
Making sure we handle
complaints in a positive way.
·
Telling you about the progress
of your complaint.
·
Making sure that we tell you
about the result in writing or in some other way that is suitable to you and
your needs.
We will also have systems in place to help us learn from our
mistakes by doing the following.
·
Asking you what we can do to
put things right.
·
Making sure that you have the
chance to have your complaint investigated by a senior partner.
·
Making sure that the person
looking into your complaint has knowledge of good investigative practices.
·
Recording, monitoring and
assessing all complaints so that we can continue to improve the quality of our
service.
·
Having regular reviews of the
complaints procedure to check that it is effective.
Complaints Procedure
Stage one
If you are dissatisfied with
some aspect of our service, please express this to the person with whom you
have a complaint who will try to help.
We will let you know
we have got your complaint within three working days of receiving it.
We will tell you the name and position of the person who is dealing with your
complaint.
You will receive a full response within 10 working days. If this is not
possible, we will send you a letter explaining why there is a delay and saying
when you will receive a full response.
The response will give you the chance to have your complaint dealt with in the
second stage of the complaints procedure if you are still unhappy. It will ask
you to explain why you are not happy with the stage 1 response.
Stage two
If the first response is not
satisfactory, you can write to or email the complaints to another business
partner. They will investigate further and you will receive a response within
10 working days from when they receive your letter or email. They will also
tell you their name and position if you want to take your complaint further
Stage three
If you are not satisfied with how your
complaint is being handled at any time during the procedure, you can complain
directly to The Financial Ombudsman Service at:
The Financial Ombudsman Service
South Quay Plaza Phone: 0845 080 1800
183 Marsh Wall Fax 020 7964 1001
London E14 9SR E-mail:
complaint.info@financial-ombudsman.org.uk
If your complaint is accepted, Daniels & Fox will try to resolve the
problem by doing the following.
·
Apologising to you and
explaining what went wrong.
·
Providing the service you are
entitled to receive.
·
Changing procedures so that
the mistake is not repeated.
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| Phone Jack Daniels confidentially on 01305 755 614 | ||
| email us on info@danielsandfox.co.uk | ||
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