Customer care and complaints handling

Complaints handling

We have a team of Customer Service Advisers, dedicated to handling queries or complaints, and we actively encourage you to contact us if you have any problems.

We take great care in addressing any issues, making certain that the most appropriate resolution is reached at the earliest opportunity.

To monitor and maintain the quality of our service, we record all customer calls on a monthly log.  This statistical information is analysed and used to improve our services for the future.  Monthly reports are also circulated to the Sales, Legal Services and Operations teams to ensure that any common issues or trends are identified and addressed immediately.

Finally, indemnity insurance arrangements are in place, with customers protected up to a level of £2 million per incident.

Our standards

All members of the Customer Service Team have been fully trained in our dispute resolution process and our Customer Service Manager will personally handle any escalated or complicated written query.

We have a complaints management policy, the key points of which are:

• Acknowledge the receipt of all written complaints within 24 hours
• Initiate a fully documented investigation within 24 hours
• Resolve the complaint within 5 working days

A breakdown of any complaints is provided in the monthly information report, which also provides a written synopsis of any complaint not resolved within the 5-day standard.