Policy Statement
Bamboo Marketing NW Limited T/A PCPHero (“the Company”) complaint handling policy and procedure has been created to meet FCA standards set out in DISP and complies with standard complaint handling procedures, including the Financial Ombudsman Service (FOS) regulations.
The aim of this policy is to ensure that all customer complaints, either written or verbal, are handled in a consistent and regulated manner and that further complaint incidents are mitigated and where possible, prevented. Where a customer has cause to complain, the complaints handling procedure will be followed in every instance and a record will be made of the complaint nature and details to help improve our services and reduce the occurrence of similar complaints.
Purpose
The Company is committed to delivering a fair, open, and clear process for complaints and ensuring a satisfactory outcome for all customers who raise a complaint. We provide thorough staff training on our internal complaint handling procedures and support our staff in how to handle complaint situations in a written and/or telephone environment.
This policy sets out our intent and objectives for how we handle complaints — from offering a clear and approachable process for customers to complain, through to conducting root cause analysis on all complaints received to identify the cause, issues, and corrective actions, and implementing measures to prevent reoccurrences where applicable.
Scope
This policy applies to all staff within the Company (meaning permanent, fixed term, and temporary staff, any third-party representatives or sub-contractors, agency workers, volunteers, interns and agents engaged with the Company in the UK or overseas). Adherence to this policy is mandatory and non-compliance could lead to disciplinary action.
Objectives
For the purposes of this policy, a complaint is defined as any customer contact whereby a negative communication or outcome has occurred. The customer does not have to formally address their communication as an official complaint or request a response for the Company to treat it as a complaint and follow related procedures.
Internal complaint handling objectives:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- To ensure that our complaints procedure is fully accessible so that people know how to contact us
- To make sure everyone in the Company knows what to do if a complaint is received
- To make sure all complaints are investigated fairly and in a timely manner
- To gather information which helps us to improve what we do and how we do it
- To ensure that the Director is involved in any complaints relating to personal data
Complaint handling process objectives:
- Complaints will be fully investigated and a final response sent within 8 weeks from the initial customer contact
- Customers will be sent a copy of the formal complaints procedure along with any relevant or mandatory consumer leaflet (i.e. FOS)
- Complaint responses will always be provided in writing unless the complainant requests an alternate form
- Complaint procedures will be available via the company website as well as upon written and/or verbal request
- All complaints will be investigated by the company and a full outcome summary provided
- Complaint records will be used to revise company procedures and improve communication and business practices
- Complainants are advised of their rights and provided with relevant right to refer/lodge the complaint with applicable contact details (i.e. FOS, FCA, ICO)
Procedures & Guidelines
Raising a Complaint
Customers who request the Company's complaint handling procedure will be provided a copy either by email (PDF format) or by post, and will be asked to raise their complaint as soon as possible after the incident.
Even if the complaint is resolved at the time, the customer must still be offered the option of receiving the complaints handling procedure prior to ending the call, and the call recording must be retained and logged in the complaints record.
Data Protection Related Complaints
Where a complaint is related to the processing of personal data, the Company complies with data protection laws and notification requirements. Every individual has the right to lodge a complaint with the supervisory authority where they consider that the processing of personal data relating to them infringes GDPR/DPA18. All individuals are notified of this right via our Privacy Policy, complaint handling procedures and information disclosures.
Informal Complaint Resolution
Some issues and complaints can be resolved immediately or within a 3-working-day timeframe (informal complaints). Where we resolve a complaint within this timeframe, the details are still logged on our complaint register and the complainant is still informed of their rights.
The Company takes every opportunity to resolve complaints at the first initial point of contact where feasible. If a satisfactory resolution has not been achieved within 3 working days, the formal complaint process will begin.
Responding to a Complaint
Where an official complaint has been received or informal resolution failed, a written acknowledgement is sent to the customer within 3 working days. The response details the complaint handling procedure and provides approximate timelines and expectations for the investigation and future responses.
Investigating the Complaint
The Director has been assigned the role of investigating complaints and will gather all necessary documents, recordings, and information to make an independent review. All investigations must be completed within 6 weeks of the initial complaint so that a final response can be sent within the 8-week period.
Complaints must be referred to the Director where:
- The complainant has requested such a referral or investigation
- The complaint involves any type of personal data issue
- The informal complaint resolution stage failed or was inappropriate
- The issues are complex and require an investigation
- The complaint represents a high or serious risk to the company
- The complainant is identified as being vulnerable
- There has been any media contact or attention
- The issues may affect more customers (identified or not)
Decision Letter (Final Response)
After the complaint has been fully investigated and an outcome decision reached, a final response letter will be sent to the complainant within 8 weeksof the initial complaint, specifying the complainant's right to refer to an appropriate body if dissatisfied.
- For FOS-regulated complaints: the final response will detail the FOS's contact details and the complainant will be informed they have 6 months to log the complaint with the FOS
- For data protection complaints: the final response will reiterate the right to lodge a complaint with the ICO, including their contact details
Complaint Recording
All complaints, whether formal or informal, are recorded on a Customer Complaint Register. The register is audited on a weekly basis to ensure incidents are not being repeated and improvements are being made.
- Date
- Nature of Complaint
- Department(s) Involved
- Complaint Reference
- Decision Letter Sent (Y/N)
- Date Complaint Closed
The register is made available to any relevant authority, ombudsman, or body who relates to or oversees the firm's complaints.
Patterns and Analysis
The complaint register and form are reviewed weekly by the Director to identify any patterns or reoccurring issues. Where gaps or patterns are identified, corrective actions are put into place as soon as possible and the function, process, or person is kept under weekly review until a satisfactory improvement is noted.
Responsibilities
The Company will ensure that all staff are provided with the time, resources, and support to learn, understand, and deal with customer complaints, and that full training will be provided for new and existing employees on the complaint handling policy, procedures, and expectations.
The Director will have the role of overseeing, investigating, and recording all customer complaints and is responsible for regular monitoring of the complaint register to ensure mitigating actions and improvements are put into place where required.
Escalation — Financial Ombudsman Service
If you are not satisfied with our final response, you may escalate your complaint to the Financial Ombudsman Service (FOS). You must do so within 6 months of receiving our final response.
For data protection complaints, you may also contact the Information Commissioner's Office (ICO):
Website: https://www.ico.org.uk
Telephone: 0303 123 1113
Want to raise a complaint?
Bamboo Marketing NW Limited T/A PCPHero · Houldsworth Business and Arts Centre, Houldsworth Street, Stockport, SK5 6DA
wecare@pcphero.co.uk