Complaints Procedure

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1.0 Assist Home 24 Complaints Procedure

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Assist Home 24 is committed to giving you the highest standards of service and customer care. If a client or service provider does not think we have succeeded in achieving this we encourage their feedback to enable us to rectify any concerns and improve upon services.

A complaint is considered to be treated as a complaint when an expression of dissatisfaction is expressed in writing by the client or on behalf of the client.

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2.0 Procedure

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2.1 Complaints can initially be expressed verbally, however, a formal complaint will need to be confirmed in writing by the complainant

 

2.2 Complaints need to be directed to our Complaints Manager Stuart J Daniels and can be either e-mailed or posted to the following:

 

2.3 Assist Home 24

 

Assist Home 24

167 - 169 Great Portland Street, 5th Floor, London, England, W1W 5PF

 

2.4 support@assisthome24.co.uk

 

2.5 Assist Home 24 staff are aware of the complaints procedure and will guide complainants through the formal review process should that be appropriate.

 

2.6 Complainants are encouraged to provide details about themselves so that we can directly attempt to redress the potential problem, however, anonymous complainants will be considered with equal value and will be used to make future service improvements where required.

 

2.7 Complainants are also encouraged to advise Assist Home 24 and in regards to what action they would like us to take to resolve their complaint.

 

2.8 Upon receipt of the formal complaint, Assist Home 24 will issue an acknowledgment within a timescale of 5 working days.

 

2.9 Assist Home 24 aims to start an investigation on the complaint upon receipt and aims to respond to the complainant within a timescale of 4 weeks. If Assist Home 24 are unable to meet this timescale an update will still be sent to the complaint to ensure they are aware of the complaint’s progress.

 

2.10 Assist Home 24 aims to send a final response within a timescale of 8 weeks of receiving the formal complaint. If Assist Home 24 is unable to meet this timescale an update will still be sent to the complainant to ensure they are aware of the complaints progress.

 

2.12 Assist Home 24 record all complaints on the client’s file where possible and also within a central database. Actions and outcomes of these complaints are also recorded.

 

2.13 Any complaints to Assist Home 24 will be reviewed and will be used to make future service improvements where required.

 

2.14 Assist Home 24 will use GABRIEL (Gathering Better Regulatory Information Electronically) as required by the Financial Conduct Authority (FCA) to report on volumes of complaints.

 

2.15 Should complaints to Assist Home 24 highlight any particular areas of concern/improvement, necessary remedial action will be taken.

 

3.0 Compliments

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3.1 Compliments can initially be expressed verbally

 

3.2 Compliments can be sent directly to the adviser via the contact details provided

 

3.3 Compliments can also be directed to:

 

3.3 Compliments can also be directed to:

 

Assist Home 24

167 - 169 Great Portland Street, 5th Floor, London, England, W1W 5PF.

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