Call Connection's Responsibilities
If a complaint is a verbal complaint, it may be possible for Call Connection to resolve the issue immediately with the caller over the phone. If a complaint is resolved on the initial complaint call, the manager handling the complaint shall ensure that the complainant is satisfied with the resolution and close the complaint.
When a verbal complaint not immediately resolved , or a written complaint has been received, the manager handling the complaint will investigate further. This may involve contacting the complainant for further information or listening to call recordings if available.
If a complaint is unable to be resolved verbally, Call Connection shall have 2 working days in which to investigate. If longer is required, the manager who is handling the complaint shall contact the complainant to advise them of a proposed resolution date.
Within 20 business days from receipt of the complaint, Call Connection shall provide the complainant its final decision and findings. This may be either through a telephone conversation, via post or email and shall be agreed with both parties. The complaint will then be closed.
If a complainant is dissatisfied with the outcome of the complaint, they have six months from the date of the complaint letter to raise the complaint with the Financial Ombudsman Service, whom can be contacted at:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
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