The Formations Company complaints policy
Our Complaints Policy
We are committed to providing high quality Company formations and excellent service.
We understand, however, that we do not always get it right. If something has gone wrong with the service we have provided, we need you tell us about it. Our aim is always to look into what has happened, provide you with an explanation and try to put matters right.
You may set out your concerns over the phone, via email or in a letter.
What should you do if you have concerns?
All our staff members are experienced and dedicated in helping you. If you have any concerns please call our friendly Customer Care team on 0207 129 8651. Alternatively you can email us at firstname.lastname@example.org or write to us at The Formations Company, 20 St Thomas St, London, SE1 9BF.
1. Your initial concerns will be picked up by a member of the customer service team, whereby they will attempt to resolve your concerns immediately.
Depending on the nature of your concerns we may escalate to a Customer Service manager. They will aim to resolve your concerns by providing you with an explanation and, where required a formal reply within 48 hours of your complaint being logged.
Depending on the nature of your concerns we may ask for some additional time to investigate the issue in order to provide you with a satisfactory resolution.
2. If your concerns cannot be resolved by the Customer Service manager your complaint will be escalated to the Head of Service. If you wish to contact The Head of Service, please provide all the relevant details of your concerns by email to email@example.com or by writing to The Head of Service at The Formations Company, 20 St Thomas St, London, SE1 9BF.
3. Most complaints are resolved within this process but if you remain dissatisfied you may request that the complaint is referred for an independent review.
This will be conducted by the Head of Compliance, a Senior Manager or a Head of Department in the company. We will write to you within 28 days of your request for a review confirming our final position on your complaint and explaining our reasons.
If you have a problem with goods or services you purchased online, you can use the following platform to make a complaint and have it resolved by an independent dispute resolution body. Please go to: http://ec.europa.eu/consumers/odr
How we investigate formal complaints
We will register your complaint and pass it to a Customer Service Manager (or Head of Service where necessary).
We will aim to contact you via phone where possible within 24hours or receiving your complaint (Monday to Friday within office hours 09:00 – 17:30). Your concerns will be fully investigated, this will involve reading the nature of your complaint, discussing the matter with the members of staff who dealt with your concerns, reviewing any further information that may be relevant.
The complaint handler will be a suitably senior and experienced member of the firm. If the complaint handler is not able to resolve your concerns within 48 hours they will acknowledge your complaint in writing within 5 working days.
Within 7 working days of acknowledging your complaint we will send you a written reply setting out our views and any solution we propose.
If the matter is complex, or we need to conduct further investigations and are therefore unable to reply to you within 7 working days, we will inform you and let you know when you may expect a reply.
We will aim to resolve your complaint fully within 4 weeks.