Complaint Handling Procedures - PDF

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					Complaint Handling Procedures
How we deal with your complaints
Our aim here at Anglian Home Improvements is to provide a high quality service
for all our customers but we recognise that things do go wrong occasionally.

We take all complaints we receive seriously and aim to resolve all our
customers’ problems promptly.

We recommend that the sooner you bring your concerns to our attention the
sooner we can resolve it.

This leaflet provides you with details of our formal complaints procedure to
make sure that your complaint is handled quickly, fairly and efficiently; this
leaflet has been designed to allow you to see how we will deal with your
complaint.

On receipt of your complaint (whether received by telephone, letter, email or
fax) the matters raised will be investigated by our Compliance Department.

The complaints handling procedure
When making a complaint customers are not usually aware of the time line for
this process but Anglian feel that keeping our customers informed is vital.

This leaflet gives you the ability to see the potential maximum duration of a
complaint and allows you to trace the time of our complaints process.The
Compliance Department will:

          Acknowledge your complaint promptly.

          Advise you clearly who is investigating your complaint and provide you
          with their address and telephone number.

          Carry out a thorough and impartial investigation into the matters you
          have raised.

          Inform you of the results of our investigation.

          Ensure that all correspondence is in clear English.

          Provide a final response to you in writing within 8 weeks of receiving
          your complaint.

If you are not fully satisfied with our response you may be entitled to refer your
complaint to the Financial Ombudsman Service. We will provide you with their
details and will assist you in referring your complaint.
The Financial Ombudsman Service

            If Anglian is unable to resolve your complaint to your satisfaction you
            may have the right to refer your complaint to the Financial
            Ombudsman Service.

            The scheme is restricted to:
            -    A private individual
            -    A business, which has a group annual turnover of less than £1
                 million at the time the complainant refers the complaint to the
                 firm, Licensee or VJ Participant
            -    A charity which has an annual income of less than £1 million at
                 the time the complainant refers the complaint to the firm,
                 Licensee or VJ Participant
            -    A trustee of a trust which has a net asset value of less than £1
                 million at the time the complainant refers the complaint to the
                 firm, Licensee or VJ Participant


The scheme is entirely free to use. The Financial Ombudsman Service exists to
help resolve certain complaints when our internal complaints procedure has
been unable to resolve your complaint to your satisfaction.

            The Ombudsman is also available to investigate complaints where a
            final response has not been made to you within the 8 week prescribed
            timescales.

            Further information regarding the service is available from us on
            request. Alternatively, the Financial Ombudsman Service may be
            contacted directly:

            The Financial Ombudsman Service
            South Quay Plaza
            183 Marsh Wall
            London
            E14 9SR

            Tel:           0845 080 1800

            Website:       www.financial-ombudsman.org.uk

            Email:         complaint.info@financial-ombudsman.org.uk




Anglian Home Improvements is a trading name of Anglian Windows Limited which is authorised and
regulated by the Financial Services Authority. Anglian Windows Limited registered office, P.O. Box 65,
Anson Road, Norwich, NR6 6EJ. Registered in England No. 2540020
                                                                                       S1505 V 1 Feb. ‘08