Complaints Policy

Complaints Policy and Procedure

Prime Consolidators Company Limited is committed to provide high-quality services to all our clients and working in an open and accountable way that builds the trust and respect of all our clients and stakeholders. When something goes wrong, we need you to tell us about it.

One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right. This will help us to improve our standards. Therefore we aim to ensure that:

•  Making a complaint is as easy as possible.
• We treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response.
•  We deal with it promptly, politely and, when appropriate, confidentially.
•  We respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
•  We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

Definition:

Prime Consolidators defines a complaint as ‘any expression of dissatisfaction with our services, procedures, our decision or with a member of staff, or member of staff to the management.

Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

• Prime Consolidators responsibility will be to:
•  Acknowledge the formal complaint in writing.
• Respond within a stated period of time.
• Deal reasonably and sensitively with the complaint.
• Take action where appropriate.

A complainant’s responsibility is to:

Bring their complaint, in writing, to Prime Consolidators` attention normally within 8 weeks of the issue arising.

• Raise concerns promptly and directly with a member of staff in Prime Consolidators.
• Explain the problem as clearly and as fully as possible, including any action taken to date.
• Allow Prime Consolidators a reasonable time to deal with the matter.
• Recognize that some circumstances may be beyond Prime Consolidators’s control.

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Prime Consolidators maintain confidentiality.

However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality. Should this be the case, the situation will be explained to the complainant.
Procedure.

If you have a complaint, please contact us with the details.

We recognize that many concerns will be raised informally, and dealt with quickly. Our aims are to:

• Resolve informal concerns quickly.
•  Keep matters low-key.

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
1. We will send you a letter acknowledging receipt of your complaint within 3 days of receiving it.
2. We will then investigate your complaint. This will normally involve passing your complaint to our customer relation officer, who will review your matter file and speak to the member of staff who acted for you.
3. Our customer relation officer or a person responsible will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, our customer relation officer will write to you to confirm what took place and any solutions s/he has agreed with you.
5. If you do not want a meeting or it is not possible, customer relation officer will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for appropriate alternative such as review by local solicitor or expertise to review the decision.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

Please fill in the form.

Just click on the link to download the form.

PRIME Complaint Form 20170319