We aim to treat our customers fairly, especially when they feel they have cause for complaint. We take any complaint very seriously.
Any complaint, whether made in writing or verbally, is immediately referred to our Operations Director. We also record any complaint we receive. Our Operations Director is responsible for ensuring that we thoroughly investigate any complaints.
We will try wherever possible to resolve any complaints informally within three business days. If this is not possible then we will follow the formal process which is outlined here.
All written complaints will be acknowledged by our Operations Director lorrie.maslen@qcaregroup.co.uk in writing within five business days of receipt.
All verbal complaints will also be acknowledged by our Operations Director in writing within five business days of receipt. This acknowledgement letter will also contain our understanding of the complaint and will ask the complainant to confirm in writing that they agree with our understanding of the matter.
If the complaint can be resolved within five business days our acknowledgement letter will also outline the result of our investigation, unless the complaint can be resolved to your satisfaction by the end of three business days after receipt when we will provide you with a summary of the resolution of the complaint.
If our investigation is not resolved within five business days, our acknowledgement letter will confirm that we will:
If the complaint is about another party, such as an insurer with whom we have placed business, we will refer details of the complaint to the third party and confirm this course of action to the complainant in writing.
Immediately on completion of our investigation our Operations Director will write to the complainant notifying them of the outcome of our investigation.
We will set out the nature and terms of the settlement (if applicable). Any compensation we offer will be fair and the basis of the calculation will be explained.
Our letter will also advice that if the complainant is not satisfied with the outcome, they may be eligible to refer the matter to the Financial Ombudsman Service (FOS) and will point out that such a referral must be made within the next six months or they may lose that right.
Our letter will include the name, address, website address and telephone number of the Ombudsman.
An eligible complainant is a person who is eligible to have a complaint considered under the FOS.
The rules on eligible complainants are complex, but, in the main, those eligible to refer a complaint to the FOS are customers or potential customers of the firm that are:
If, for any reason, our investigation is not concluded within four weeks, our Operations Director will write to the complainant again informing them that our investigation is continuing, giving the reasons for the delay and a date by which our Operations Director expects to be able to contact the complainant again.
While we would always aim to complete an investigation within eight weeks, if for any reason, our investigation is not concluded within this period, our Operations Director will write to the complainant again. We will inform them of the reasons for the further delay and advise that if they are not satisfied with our progress they may refer the complaint to the Financial Ombudsman Service. See www.financial-ombudsman.org.uk for further details.
This letter will also point out that such a referral should be made within the next six months, or the complainant may lose the right.
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.
.png){kind=small}
