Complaints Policy
Fideliti is committed to delivering a quality service at all times. However, we do accept that occasionally things can go wrong. If you are dissatisfied with any aspect of the service you receive from Fideliti we would like to hear from you. Equally, if you are pleased with the services offered, or have a suggestion on how we might improve our services, do let us know.
We need to know the exact nature of your complaint. Please provide as much information as possible about the service provided, the individuals or department involved and why you felt the service we offered did not meet your expectations.
How to lodge a complaint
You can make your complaint in whatever form is most convenient to you. You can telephone and speak to the appropriate member of staff. If you do not know who you should talk to, our Customer Service Centre will help. Alternatively you can write to, fax or email the Complaints Administrator at:
Fideliti Limited,
St Andrews House, The Links, Kelvin Close,
Birchwood,
Warrington
WA3 7PB
Tel: 0800 288 8727
Email: enquiries@fideliti.co.uk
Resolution Follow Up and Timeframes
If you telephone us, the complaint will be logged. Whoever takes your call will attempt to resolve the issue for you. If you are not satisfied with the response you receive at this stage you can submit a formal complaint in writing.
If your complaint is in writing (including fax or email) we will acknowledge it by return and pass it to the appropriate staff member for action. If your complaint cannot be resolved by the person initially dealing with it, it will be directed to the relevant senior member of staff.
It is our intention that complaints will be responded to within one working day.
- If a full response cannot be given within one working day (e.g. when a matter is very complex or where we have to consult a third party on the matter) we will aim to resolve it within five business days of receipt, or keep you informed of the progress being made with your complaint if resolution has not been possible.
- If the complaint remains unresolved after two weeks, we will advise you and keep you updated of the circumstances.
- If the complaint remains unresolved after four weeks we will advise you and keep you updated of the circumstances.
- A final response will be issued in all instances within eight weeks.
The Director accepts full responsibility for effective complaints handling. In all cases we will treat your correspondence in strict confidence, with fairness and objectivity.
What to do if you are still unhappy
If you feel your complaint has not been satisfactorily dealt with you have the option to put your concerns directly, in writing, to Kate Peet – Operations Manager.
Kate Peet
Operations Manager
Fideliti Limited,
St Andrews House, The Links, Kelvin Close,
Birchwood,
Warrington
WA3 7PB
A reply will be sent to you within seven working days of receipt of your letter.