Ranzell Limited Complaints Handling Procedure
Complaints Handling: Overview
Complaints may be received directly from clients or from third party representatives. In the event of any complaint the matter must be immediately referred to Della Mcpherson. It should be noted that a complaint is defined as any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience and relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service. Where any client makes a complaint about the service, steps should be taken to resolve that matter and it should be treated as a complaint.
The procedure below does not apply to a complaint that is resolved by close of business on the business day following its receipt. The complaint will be considered resolved if it is accepted by the complainant. This does not need to be in writing.
Any complaint received from a third party representative such as Trading Standards or the Citizens Advice Bureau should be immediately referred to Della Mcpherson
Public Complaints Procedure
The following complaints procedure is made available to every client upon request and is published on the company’s website.
We are committed to resolving complaints as quickly as possible. In the unlikely event that you wish to make a complaint, please put this in writing and send it to the following address:
122 Hamlet Ct Rd,
We will acknowledge receipt of the complaint promptly. We will issue a final response by the end of eight weeks after receipt of the complaint. The final response will set out one of the following:
- Acceptance of the complaint and, where appropriate, offer redress or remedial action.
- An offer of redress or remedial action without accepting the complaint.
- A rejection of the complaint and the reasons for doing so.
If we are unable to make a final response by the end of eight weeks, we will inform you in writing of this and indicate when we will be in a position to make a final response.
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to –
The Financial Ombudsman Service
Harbour Exchange Square
The role of Della McPherson
Della McPherson will at all times be responsible for the investigation of complaints. Input will be sought from other employees where necessary.
Della McPherson will retain a log of all complaints received and the outcome. A complaints file will be created for each complaint, reference to the log, and which will contain all communication with complainants, the actions taken to investigate the complaint, the findings and a copy of the final response to the complainant.