Our Pledge

Commitment

The company is committed to the effective implementation of the complaints handling policy and a fair and reasonable outcome.

Fairness

The Company will listen to all complainants as they have a right to be heard, consider documentation provided by the complainants, inform the complainants of the complaints handling process, keep complainants informed of any decisions and outcomes of their complaints and treat the matter confidentially if requested.

Resources

The Company has appropriately selected, adequately trained and well supported staff to handle complaints.

Responsiveness

Complaints shall be logged on receipt with an acknowledgement sent to the complainant within 2 working days in writing by our staff. The Company will make every attempt to resolve the matter immediately.

Charges

The Company does not currently charge a fee for dealing with complaints.

Remedies

Responding to a complaint will, where relevant, include a remedy appropriate to the situation.