1. Purpose

Assured Consultancy Ltd is committed to providing high-quality consultancy services and maintaining the highest standards of professionalism and customer care. We recognise that, on occasion, clients may be dissatisfied with our service. This Complaints Handling Policy sets out how we manage, resolve, and learn from such complaints.

2. Scope

This policy applies to all clients, stakeholders, and third parties who engage with Assured Consultancy Ltd.
It covers complaints about:

• The quality or accuracy of our services or advice
• The behaviour or conduct of our staff, contractors, or consultants
• Delays, communication issues, or administrative errors

3. Policy Statement

We aim to:

• Handle all complaints promptly, fairly, and confidentially
• Resolve issues at the earliest opportunity
• Ensure all complaints are acknowledged, investigated, and responded to in a transparent and professional manner
• Use feedback to improve our services and prevent recurrence

 

4. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, about any aspect of our services or conduct.

5. How to Make a Complaint

Complaints may be submitted by:

• Email: Jenny@assuredconsultancy.co.uk
• Post: Complaints Officer, Assured Consultancy Ltd, Cardinal House, 20 St Marys Parsonage, Manchester, M3 2LY
• Phone: 07713353431

To assist us in resolving your complaint, please provide:

• Your name and contact details
• Details of the service or individual concerned
• A clear description of your complaint and any supporting evidence
• The outcome you are seeking

6. Complaints Handling Process

Stage 1 – Informal Resolution

Where possible, we encourage clients to raise concerns directly with the consultant or manager involved. Most issues can be resolved quickly and informally.

Stage 2 – Formal Complaint

If the issue cannot be resolved informally, a formal complaint should be submitted in writing to the Complaints Officer.

Acknowledgement:
We will acknowledge receipt of your complaint within 5 working days.

Investigation:
A senior manager or designated investigator will review all relevant information and may contact you for clarification or further evidence.

Response:
We aim to provide a written response within 20 working days. If additional time is required, we will inform you of the delay and explain why.

Stage 3 – Review or Escalation

If you remain dissatisfied after receiving our response, you may request a review by a Director or Senior Partner of Assured Consultancy Ltd.
A final written response will be issued within 15 working days of your request.

Stage 4 – External Review (if applicable)

If you are still dissatisfied, you may have the right to refer your complaint to an appropriate external body or regulator, depending on the nature of the service provided. We will provide relevant details if applicable.

7. Confidentiality and Data Protection

All complaints will be handled confidentially in accordance with the UK GDPR and Data Protection Act 2018. Information will only be shared with individuals directly involved in resolving the complaint.

8. Learning and Continuous Improvement

We record and analyse complaints to identify trends and areas for improvement. Lessons learned are communicated to staff through training and service reviews.

9. Monitoring and Review

This policy is reviewed annually by senior management to ensure its effectiveness and compliance with best practice standards.

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