Wessex Resolutions attaches great importance to the quality of its service delivery and to the satisfaction of its clients. We are very deliberate in giving priority to the needs of every customer and strive to improve the quality of services we provide. We also want to make it as easy as possible for you to let us know your views.
Compliments and Comments
We pride ourselves on quality service provision and encourage anyone who has experience of our services to contact us with any comments they wish to make. We welcome any constructive feedback as this can help to further improve our operational standards. It’s always encouraging to receive complimentary remarks but if your experience has been less favourable, then we’d be particularly keen to hear from you so that any outstanding problems can be addressed and resolved.
We provide every client with a feedback form which can be used to comment on the service they have received, but if you want to share any other views with us or make suggestions on how the service could be improved, then please get in touch.
If you have a complaint or are dissatisfied with the service you have received from Wessex Resolutions, please contact us so that we can try to resolve the problem straight away. We will endeavour to address your concern immediately, but if this is not possible, we will write to you to acknowledge that your complaint has been received. In that communication, we will enclose a copy of our complaint-handling procedures and indicate the timescale in which we will respond to your complaint. This will normally be within 2 weeks.
If more information is required in order to provide a full response, we may contact you or other parties involved in order to ascertain all the relevant information.
If we are unable to respond within the timescale we have indicated in our letter, we will write to you again before the expiry date to advise you of a revised timescale for responding to the issues raised. This will normally be within one month but will always be within 8 weeks from the date your complaint was received.
If your complaint concerns a member of the management team, it will be dealt with by the Managing Director. If your complaint concerns the Managing Director, your letter should be addressed to the Chairman of the Board.
Once our investigation has been completed, we will write to you with a ‘final response’ which will detail the outcome of our investigation, any corrective action already taken and our proposal for any other necessary action required to resolve your complaint.
Confidentiality and legal requirements
All complaints will be recorded and kept on file for 2 years.
Any personal data provided to Wessex Resolutions C.I.C. will be processed in accordance with the Data Protection Act 1998 and used to respond to your communication and improve our services.
For further information please contact us for details of our data protection policy.
If you are not satisfied by our response
If you believe that we have failed to properly address your concerns in our final response, you may apply to the Managing Director to review your complaint. If the complaint cannot be resolved at that level, an appeal may be made to the Chairman of the Board whose decision will be final.
If you are still not satisfied, or believe we have failed to comply with the undertakings we have given whilst dealing with your enquiry, you have a right to refer your complaint to the Financial Ombudsman Service, details of which will have been sent to you as part of our final response letter. Their contact details are as follows:
Mail: The Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London E14 9SR
Tel: 0800 023 4567