Complaints Policy
All of our clients are important to us, and we believe you have the right to a fair, swift and courteous service at all times. This complaints policy document sets out the complaints handling procedures that we will follow in the event that you make a complaint.
Definition of a complaint
A complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a service activity. A complaint must involve an allegation that the complainant has suffered, or may suffer, financial loss, material inconvenience or material distress.
How can you make a complaint?
You can make a complaint by any reasonable means – for example by letter, email, telephone or in person. Written complaints can be sent to:
Complaints
CC33
The Portergate, 257 Ecclesall Road
Sheffield
S11 8NX
0114 399 0097
Email: complaints@cc33.co.uk
What will we do once we have received your complaint?
Your complaint will be referred to our Complaint’s Manager to investigate your concerns. In the event that the Complaint’s Manager is involved in the subject matter of the complaint, your complaint will be referred to another Manager of CC33. We will promptly acknowledge your complaint in writing. In this acknowledgement we will provide the name and title of the person that is handling your complaint. This individual will have the authority necessary to investigate and settle the complaint. We will include a copy of this complaints policy.
Investigating and resolving your complaint
We will investigate your complaint fairly, consistently, and promptly, determine whether the complaint should be upheld, and (if appropriate) determine remedial action and/or redress. We will set out our conclusions in a final response to you. If we decide that redress is appropriate, we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer, we will promptly provide a compensation to you.
Our timetable for responding to you
Once we have acknowledged your complaint, we will keep you informed of our progress. Within fifteen (15) days of us receiving your complaint we will send you either a final response or a written response which explains why we are not in a position to make a final response to you and when we might be expected to provide one.
Closing complaints
We will regard your complaint as closed in the following circumstances:
Once we have sent you a final response; or where you have told us in writing that you accept an earlier response that we have sent to you in writing that the complaint has been closed.
CC33 is committed to ensuring that all complaints received are handled fairly, consistently, and promptly and that the firm identifies and remedies any recurring or systematic problems, as well as any specific problems identified by a complainant. We will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future.
Questions
If you have any questions about our complaints policy process, please email us on complaints@cc33.co.uk
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