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Complaints Procedure

AF Bathroom and Heating LTD
Complaints Policy & Procedure

  1. COMPLAINTS PROCEDURE

This document sets out the firm’s Complaints Procedure, which complies with the FCA Sourcebook DISP.

We are committed to treating our customers fairly and will respond to all complaints promptly and fairly.

The Chief Executive must be consulted in all cases, and all proposed actions or correspondence must be signed off by the Director. The Director is responsible for competent, diligent, and impartial investigation of complaints, and adherence to FCA timetables.

If a complaint reveals a systemic or recurring issue, the Director will resolve it through discussion and implementation of conclusions.

1.1 Investigating, Assessing, and Resolving Complaints

Upon receipt of a complaint, we must:

  • Investigate competently, diligently, and impartially
  • Fairly and promptly assess the subject matter, whether it should be upheld, what redress is appropriate, and if others share responsibility
  • Offer redress when appropriate
  • Clearly and fairly explain decisions and any redress offered
  • Comply promptly with accepted redress

1.2 Time-Barred Complaints

Complaints outside the Financial Ombudsman Service’s time limits may be rejected, with reasons given in a final response letter.

  1. COMPLAINT HANDLING

2.1 Identify the Complaint

A complaint involves a claim of financial loss, distress, or inconvenience due to the company’s service or lack thereof. Complaints can be verbal, written, or electronic.

They should be initially handled by the responsible manager in consultation with the Chief Executive.

2.2 Complaints Resolved Within 3 Business Days

If resolved within 3 days:

  • Note the outcome in the customer’s file
  • Send a summary resolution communication stating:
    • The complaint is considered resolved
    • The right to refer the issue to the Financial Ombudsman Service within 6 months
    • Include the Ombudsman’s website

2.3 Complaints Not Resolved Within 3 Business Days

  • Provide a summary and any customer correspondence
  • Log the complaint in the Complaints Register (see Appendix A)
  • Acknowledge receipt within 5 business days
  • Notify the customer of the handler’s name and title

2.3.1 Investigation of the Complaint

To be carried out by the Chief Executive or a Director. Maintain good communication with the complainant.

2.3.2 After 4 Weeks

If unresolved:

  • Send a holding response explaining the delay
  • Provide an estimated timeframe (within 8 weeks of receipt)

2.3.3 Final Response

Must be sent within 8 weeks. It must:

  • Summarise the complaint and the outcome
  • Either:
    • Accept the complaint and offer redress with justification
    • Reject the complaint with reasons
    • Offer a combination of both
  • State the customer has 8 weeks to respond
  • Include:
    • A statement about the right to refer to the Financial Ombudsman Service within 6 months
    • The Ombudsman leaflet

A complaint is deemed closed after the final response or customer acceptance.

2.4 Resolution

If resolved after the first business day:

  • Send a final response (apology or redress)
  • Reiterate the right to contact the Ombudsman within 6 months

2.5 Record Keeping

Complaints must be retained for 3 years. Reports are submitted to the FCA twice a year (31 March and 30 September) via the FCA’s Firms Online portal.

2.6 Staff Acknowledgment & Responsibility

All staff must sign to confirm they have read, understood, and agreed to these procedures. Failure to comply may result in disciplinary action.