Mysafehome
Internal Complaints Procedure
Explaining Our General Internal Complaints Procedure
We are committed to providing a high standard of service to our customers and our internal complaints procedure is designed to resolve problems and difficulties quickly and easily.
What You Need To Do
You can write with details of your complaint to the Administration Manager. Mysafehome, 1 Sycamore Court, Birmingham Road. Coventry CV5 9AU or via email to enquiries@mysafehome.info. To raise your complaint by telephone, please contact the department you would like to deal with.
How We Will Handle Your Complaint …….
By Telephone
If you telephone us and the matter can be easily dealt with, we will confirm with you the action we are going to take to resolve the matter.
Where we cannot resolve the matter there and then, we will acknowledge your complaint and confirm the facts as we understand them. This will form the basis of our investigation. We will also give you the name of the person who will be handling the investigation and response. If we have misunderstood your complaint in any way, please tell us as quickly as possible to avoid any potential confusion later. We will then aim to resolve your complaint within 10 working days, keeping you informed of progress. If there is any reason for a delay in responding, we will let you know.
In Writing
If you contact us either by letter or email, we will acknowledge receipt by telephone or in writing. We will also confirm who will be handling the investigation of your complaint. We will aim to resolve your complaint within10 working days, keeping you informed of progress and any potential delays.
Matter of policy
Where matters of policy might concern you, we will provide you with an explanation that’s aims to resolve the issue. The majority of our complaints are normally resolved at this point. However, if you remain unhappy we want you to let us know, so that your complaint can be reviewed again.
If you remain unhappy
If you remain dissatisfied, you should contact the person who is handling your complaint to explain why and ask them for a further review. Hopefully this will fully resolve your complaint.
If we still cannot reach agreement
Sometimes it may not be possible to resolve a complaint internally. When this is the case, we will send you a letter confirming that it is our final response and the end of our internal complaints procedure. The details of your complaint will always have been considered by a member of our senior management Team at this point.
Overall we aim to conclude the process at the very latest within 8 weeks of receiving your complaint.
The Financial Ombudsman Service
If you have a final response or 8 weeks have elapsed since raising your complaint and you still remain unhappy, you have the right to refer your complaint to the financial ombudsman service, who are there to consider unresolved disputes. The Financial Ombudsman Scheme can provide help with most financial complaints which have not been resolved and they will consider your complaint impartially and independently, but only after Mysafehome has had the opportunity to consider it first. Ordinarily you then have six months in which to refer your complaint to the ombudsman, from receipt of our final response letter.
Further details are contained within the ombudsman scheme leaflet entitled “Your complaint and the ombudsman”, a copy of which will automatically be provided by Mysafehomeduring the complaints handling process.
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