Build Assets for Life Ltd
Compliant Policy
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OUR POLICY TO IMPROVE
Sometimes things don’t always go in the direction we expect and nothing seems predictable in our world today. This is why we take a flexible approach and treat a complaint as a feedback opportunity and a chance to make our business even better and to make sure that you get the service promised to you. We also take a transparent and open view when it comes to our business relationships which is why we found it important to set out our complaints policy and procedure.
OUR COMPLIANT POLICY
- Make sure our complaints procedure is clear and easy to use.
- Make our procedure easily accessible
- Make sure we are approachable in any situation
- Make sure our staff know how to deal with complaints
- Make sure it is easy to contact a member of our staff.
- Make sure all complaints are investigated fairly.
- Make sure that any complaint is resolved.
Make sure we learn from the situation and improve.
CONFIDENTIALITY
We take any complaint seriously and also guarantee that each and every complaint will be treated in strict confidence giving you the ability to be open and express your views.
HOW IT WORKS
Contact a member of our staff to talk about your issue. This can be by email, phone, or in person.
- Ascertain the facts of the complaint in writing
- The record that a complaint has been made gives details.
- Once we have received the complaint, an investigation will begin immediately.
- We will tell you how long the investigation will take
- Contact you to let you know we have finished our investigation
- Discuss a resolution and possible outcomes
- Confirm that you are happy with the outcome
- Put systems in place to avoid similar situations in the future.
- The record that the complaint has been resolved and how
ALTERNATIVE PROCEDURES
If you feel that the complaint was not handled properly or you are not satisfied you can, of course, take this to the next level which is formal negotiation or mediation.
Your complaint may be submitted to mediation by a mediator mutually chosen. The mediation or negotiation may be conducted online using an accredited mediation service or face to face.
FEEDBACK AND ASSESSMENT
One of the reasons we record complaints is to monitor and review them regularly. This will help us improve our service and identify any areas that need attention.
CONTACT
Please feel free to contact us about any issues you may have or about any part of this complaints procedure or policy.