All complaints, whether written or oral, must be reported to The Director of Operations care of TBC in writing, by telephone, email or in person. The matter will be investigated impartially and the response will be to the client in writing.
If the complaint is against The Director of Operations, then the complaint will then be forwarded to the Director of Insurance of TBC.
A client’s complaint will be acknowledged in writing or by email within five business days of receipt, giving the name and job title of the individual handling the complaint, a copy of the Company’s formal internal complaints procedure will also be provided.
A substantive reply will be provided within 8 weeks from receipt of the complaint. The reply will, if appropriate, offer a settlement or final response, which is expected to be acceptable to the complainant or alternatively, a holding response, which explains why it is not yet possible to resolve the complaint with indication when the company will make further contact.
Whatever the response, the complainant must also be informed that he may refer the handling of the complaint to the Legal Ombudsman if he is dissatisfied with the response or delay.
If the decision is made that redressing the situation is appropriate, the Company will provide the complainant with fair compensation for any acts or omissions for which it was responsible and comply with the offer of redress if the complainant accepts.
However, if the complainant rejects the offer of financial redress or an apology, an offer to redo the work or refund a fee, then the complaint needs to be forwarded to the Legal Ombudsman who can be contacted at the following address;
PO Box 6806
Telephone: 0300 555 0333