Complaints Policy

DEFINITIONS

In this Complaints Policy the following expressions have the following meanings:

“Business Day”means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in England;
“Complaint”means a complaint about our services, employees, subcontractors, or customer service;
“Complaints Policy”means this document;
“Complaints Procedure”means our internal complaints handling procedure which is followed when handling a Complaint;
“Complaint Reference”means a unique number assigned to your Complaint that will be used to track your Complaint;
“External Resolution”means the referral of your Complaint to an external body or organisation for resolution if you are not satisfied with the outcome.

PURPOSE OF THIS COMPLAINTS POLICY

WHAT THIS COMPLAINTS POLICY COVERS

MAKING A COMPLAINT

HOW WE HANDLE YOUR COMPLAINT

CONFIDENTIALITY AND DATA PROTECTION

QUESTIONS AND FURTHER INFORMATION

POLICY AND RESPONSIBILITY REVIEW