COMPLAINTS HANDLING POLICY AND PROCEDURE
Any expression of dissatisfaction about the provision, or failure to provide, a financial service and complaints handling procedure which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience is treated as a complaint. This includes correspondence in writing and that made during verbal communication.
Where any customer expresses concern about the service, steps should be taken to resolve that matter and it should be treated as a complaint.
Complaints may be received directly from customers or from third party representatives. In the event of any complaint the matter must be recorded and logged and referred to the nominated complaints handler in accordance with the complaint handling process.
Any complaint received from a third-party representative such as Trading Standards or the Citizens Advice Bureau should be immediately referred to the nominated complaints handler.
PUBLIC – COMPLAINTS HANDLING POLICY
The following complaints procedure is made available to every customer upon request, and will be published on any website owned and operated by our Firm:
At Ruby Holdings Limited T/A Debt Support Direct we do everything we can to make sure our customers get the best possible service. However, sometimes we may not get things right first time. If you are not completely happy with our service, we would like to hear about it so that we can do something to put it right. You can tell us about your concerns by any of the following:
Please address your letter to the Complaints Manager at:
Ruby Holdings Limited T/A Debt Support Direct
103 Bradley House
Radcliffe Moor Road
By Telephone: Call us on 0161 549 9848. 10am to 5pm Monday to Friday.
By Email: firstname.lastname@example.org
Our aim is to handle your complaint fairly, consistently, and quickly. To do this, it will help if you provide as much information as possible and detail how you would like us to resolve the problem. If we uphold your compliant, we will apologise and we will explain what went wrong. Wherever possible, we will take the necessary steps to prevent the problem re-occurring.
We will acknowledge receipt of the complaint within 5 working days. We will provide you with our final response to your complaint within 8 weeks.
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:
The Financial Ombudsman Service
They are available between 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays.
Our complaints handling is conducted by our Director.
Upon receiving the complaint, we will investigate the matter on the customer’s behalf. Our complaint calls are recorded to ensure the full details of the complaint are logged. If we are unable to resolve the customer’s complaint by the end of the next working day following receipt, we will write to the customer (typically via email) within 5 working days of receipt and inform the customer of the timeframe for our final response.
We will review all necessary documentation and information to enable us to carry out a thorough investigation of the complaint. Most of our customers’ concerns can be resolved quickly but occasionally more detailed enquiries are needed. In some instances, we may need customers to provide us with further information.
Once we have investigated their issues and concerns, we will provide a written response to confirm our findings and the proposed resolution. The Director dealing with the complaint will always be responsible for the investigation of complaints. Input will be sought from other employees where necessary.
We will retain a log of all complaints received and the outcome. A complaints file will be created for each complaint, reference to the log, and which will contain all communication with complainants, the actions taken to investigate the complaint, the findings, and a copy of the final response to the complainant.
ROOT CAUSE ANALYSIS
Upon completing the investigation of a complaint, the complaint handler dealing with that complaint shall conduct a root cause analysis of the complaint to ascertain the cause of the complaint and the risk of that cause reoccurring. Where the cause is compliance system or operational processes the complaint handler shall produce that report during the next management meeting.
Each month our Director shall create and analyse a report detailing the number of complaints received, the resolution or otherwise of those complaints, and sufficient analysis to enable the company to understand the causes of those complaints including any trends which may exist within those complaints.
We will maintain a complaint register which will be the subject of periodic review. A lack of complaints recorded may indicate that staff do not recognise what a complaint is or have concerns that recording a complaint may reflect negatively upon themselves. Our management will make clear that complaints play a positive role in furthering us and may be seen as a valuable tool for future product or service development.
The Financial Ombudsman Service (FOS) is an independent service set up by parliament to intervene in disputes between customers and financial institutions when an agreement cannot be reached between them. It is a free service. As part of our complaint handling service, we make a customer aware of their right to approach the FOS. The FOS request that a complaint must first be placed before the company they are unhappy with. The FOS will assist customers with that first approach.
We have up to eight weeks to deal with the complaint after which, if the customer is still unhappy, they may contact the Financial Ombudsman Service, and we will provide details in how they can do so.
Together with the Complaints Handling Process and Procedure, we will maintain adequate records of all complaints together with those submitted through the ombudsman.
We will conduct a root cause and trend analysis to enable us to understand the causes of those complaints including any trends which may exist within those complaints.
We will conduct assessments to confirm staff understanding of the complaints policy and procedure. We require a level of understanding of at least 70%. Any staff falling below this level will be required to undertake additional training.