Addingtons Associates LTD / First written in 2013 updated periodically – LAST UPDATED MAY 2023
Addingtons will endeavour to resolve all inquiries or requests for clarification within the reasonable expectations of our clients. Initial contact will be considered a general inquiry unless explicitly identified as a complaint. We will not register a formal complaint unless you ask us to. We define a complaint as ‘an expression of dissatisfaction concerning the provision of service, when the complainant has drawn his or her concern to the attention of the site leader and is not satisfied with the response’.
Our Commitment We are committed to providing high quality services and we will resolve any issues in our services as quickly as possible. Complaints are an important source of information for improving our services. We will:
– make sure that we deal with all the points you raise, and that our replies explain the outcomes clearly;
– handle your complaint confidentially and only give people the information that is needed to carry out a proper investigation and make a full response;
– keep records of complaints separate from other records;
– make sure that no complaint you have made in good faith will be used to your disadvantage in the future;
– always be polite and show consideration for your views.
We take complaints very seriously. If you are not satisfied with our initial response, please follow the process for raising a formal complaint.
The purpose of this procedure is to ensure that we have a documented transparent process in relation to all activities.
Complaints Procedure The following procedure should be adopted to register a formal complaint.
STAGE 1 – Complaint should be submitted via email to firstname.lastname@example.org Please include:
– your name and contact number for reply;
– a clear description of your complaint including where possible time scales;
– any relevant correspondence or supporting evidence to support your concern; Please ensure your email highlights that you are making a formal complaint.
– We will acknowledge receipt of your complaint within the first 2 working days.
During the investigation, you may be contacted to discuss your view of the situation or to gather more information if required. The team member will consider your complaint and their findings with a manager. You will then be provided with conclusions within 14 days from receipt of acknowledgement email..
STAGE 2 – Escalation of complaint should the outcome of the complaint fail to be resolved at ‘Stage 1’; your complaint may be escalated to a senior manager for a second review. Please send your request for escalation to email@example.com explaining why you are unhappy with the response received at stage 1 of the complaint process. We aim to acknowledge receipt of your escalated complaint within 2 working days of the request. The senior manager will review:
-the original complaint
-the information gathered by the first-line team who were involved during stage 1
-the processes used in handling the complaint
You will then be provided with the senior manager’s report and findings within 14 days from receipt of the ‘Stage 2’ submission.
STAGE 3 – Should you feel your concerns have not been satisfactorily addressed after the stage two investigations has been completed, you may submit a formal complaint to the Guild of Master Craftsmen / https://www.guildmc.com/ Please note; the guild usually requires you exhaust the companies complaints procedures before escalating the complaint to them. If your complaint is registered with this guild and subsequently it is discovered the companies’ complaints procedure have not been followed you will be referred to us.
The Guild will then mediate between both parties to try and establish a suitable outcome for all parties. If this final stage does not find an outcome that is acceptable then this may then have to be escalated to the courts however this should always be the last resort for all involved.
Closing a complaint
We will consider a complaint closed when we have made our final response to the customer. This does not prevent a customer from exercising any rights they may have to refer the matter to the Financial Ombudsman Service.
Financial Ombudsman Service
We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman.
How Long You Have to Complain to the Financial Ombudsman Service
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date the final response letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)