NIDR Ltd always aim to achieve the highest possible standards in all areas of our business and particularly in dealing with our clients and customers and with those we contact regarding instructions we are acting upon. The following pages explain our complaints procedure, and advises you to whom you can complain, and how you can expect your complaint to be dealt with.
STAGE 1 – YOUR COMPLAINT
What is a complaint?
If you are dissatisfied with any aspect of our actions, for whatever reason, this is a complaint and will be dealt with under this procedure.
How can a complaint be made?
You can make a complaint in person at our office, by telephone to 0161 933 7273, by letter addressed to our Complaints Manager to the address shown above, or by email to firstname.lastname@example.org.
Who does the complaint need to be addressed to?
Your complaint should be directed to our Complaints Manager and will always be investigated by someone independent of the original problem.
Does my complaint need to be on a complaints form?
No, if you can please ensure you make clear;
- That you are making a complaint
- The reason you are complaining
- If appropriate, the person you are complaining about and what it is you consider they may be doing wrong
- How you have been affected
- Any suggestions you have as to how the issue could be resolved
Your complaint will still be fully considered even if all the above information is not included.
STAGE 2 – OUR FIRST RESPONSE
What response should I expect to receive from my complaint?
Within 5 business days (i.e. five days working days not including weekends or public holidays) of receipt of your complaint, we will send you;
- A written acknowledgement confirming who will be dealing with your complaint and how you can contact that person.
- An indication of how long it will take to resolve your complaint.
- A copy of this complaint’s procedure.
What if NIDR Ltd require further information from me?
If we need more information, we will request this in writing from you. Even if you do not provide the information, we will continue with this complaint’s procedure. In that case we will only be able to resolve the complaint acting on the information available.
STAGE 3 – WHEN CAN YOU EXPECT A REPLY
We will aim to complete our investigation within 3 weeks (21 days) from receipt. If we are unable to do so we will contact you in writing after 3 weeks (21 days) to advise you that our investigations are continuing, why we have not yet resolved the problem and when you can expect us to make further contact. If the process is going to take more than 4 weeks (28 days), we will again contact you in writing to advise : –
- We need more time and the reason for this
- An estimate of how long we think it will take us to resolve your complaint
- If you are not satisfied with the delay what steps you can take to pursue the complaint further
STAGE 4 – OUR RESPONSE
Once our investigation is complete, we will write to you with our findings. This response will set out;
- If your complaint is upheld, and how we intend to rectify the situation
- If your complaint is not upheld, and our reasons for coming to this decision
- Your rights of appeal against our decision
What do I need to do next?
If you accept our findings you will need to confirm this in writing. If you do not write to us within 4 weeks (28 days) of receipt of our response, we will assume you are satisfied with the outcome of the complaint and will not write to you again. Any offer of redress or other proposals we made will be automatically withdrawn.
If you do not accept our response and wish to take the matter further, you can appeal against the decision. You simply need to contact The Complaints Manager in writing and advise us that you wish to appeal against the outcome of the complaint, and why you remain dissatisfied. The case will then go on to the appeals stage.
STAGE 5 – THE APPEALS STAGE
You have eight weeks from receiving our response in which to appeal. Your case will then be reconsidered by another person who will review the decision made. You will receive another letter, called a “FINAL RESPONSE” within 8 weeks of your original complaint (however, this time limit may be extended by the number of weeks you took to appeal against our first response less one week). The final response will be a letter advising you;
- That we have finished reviewing your appeal
- The outcome of the review
- If your complaint is upheld and how we intend to rectify the situation
- If your complaint is not upheld and our reasons for coming to this decision
- That if you remain unhappy with our final response, what steps you can take to pursue the complaint.