1 Purpose
We are proud of our relationship with our customers/clients and welcome feedback at any time, to ensure this positive relationship continues.
However, should any negative feedback not be satisfactorily resolved, we provide this procedure to ensure that any questions or problems experienced by our customers/clients with our organisation or its services or products are quickly aired and resolved, and we therefore encourage its use to facilitate this.
This procedure is not contractual but aims to set out how we normally deal with such issues.
2 Scope
This policy is available for any customers/clients to use but may also be used by any member of the public who may wish to raise any issue with us.
A complaint may cover the standards, performance, decisions or actions of one or more of our employees/workers, or may relate to our products or services, or to our organisation generally.
3 Stages of the procedure
Should an initial approach not result in the required resolution, the following procedure should be used:
Stage one
Details of the complaint should be sent in writing to the following address: The Building Centre, 26 Store Street, London, WC1E 7BT. Alternatively, they may be emailed to: info@fdis.co.uk
Full details of the complaint, the preferred method of contact, any information regarding any previous attempt to resolve this matter, and the preferred solution should be included.
We will acknowledge any complaint as soon as possible, giving an indication of how long we need to investigate the matter. We aim to provide this acknowledgment within a maximum of 48 hours. We may need to contact the person raising the complaint or the supplier of products/services for further details or to investigate further.
At the end of our investigations, we will confirm the outcome of the complaint. This will include further details of who to write to if the outcome is not considered to be satisfactory. If no response is received within 14 days of sending our confirmation, we will assume that the issue is resolved. However, if the problem arises again, please do come back to us.
Stage two
We hope our initial response would be satisfactory, but a customer/client who remains dissatisfied should write to the FDIS Directors.
Again, we may need to discuss the situation further as we attempt to resolve the matter. We will confirm the outcome of this further investigation in writing and aim to respond within 14 days.
4 Disciplinary matters
If a complaint prompts an investigation into the behaviour or actions of one or more of our employees, we will use our disciplinary procedure to fairly deal with the matter. This may mean that details of the complaint are used as evidence in disciplinary proceedings. The customer/client will be made aware of this and will be asked whether they agree to have their name disclosed.
5 Effectiveness of this procedure
We expect our employees to respond promptly and courteously to any form of complaint and to ensure that any potential dissatisfaction on the part of a customer/client is reported and dealt with efficiently.
Any concerns relating to the application or effectiveness of this procedure should be reported to Scheme Manager and/or Directors who will investigate further and take any appropriate action to ensure this procedure remains effective.
