WHEN THINGS GO WRONG We do our best to provide you with an exceptional service. But sometimes things go wrong and we may not always be aware when it happens, so please let us know and we will try our best to put things right. We take great pride in the services that we provide, we try to maintain a high quality and professional service to everyone of our clients and we value your business. Therefore we take all complaints about our services very seriously and we use constructive criticism to improve upon the areas for which we have failed.
We will do our best to deal with all complaints promptly and fairly and to communicate with you at all stages of the process, including letting you know the relevant contact details of the person that is dealing with your complaint, the investigative process and the actions that is being taken to sort things out. Your complaint will be kept strictly confidential.
WHO CAN COMPLAIN TO US? Anyone who receives our services may make a complaint.
WHEN SHOULD A COMPLAINT BE MADE? Whenever there is a feeling of dissatisfaction with our services.
HOW CAN I MAKE A COMPLAINT? You can make a complaint to us in person, by email, by telephone, by fax, by writing to us, or by text. We believe that the best and quickest way to deal with a matter is by informal resolution. We therefore suggest that should a matter arise please raise your concern with the person that you are dealing with, he or she will deal with your concern immediately and try to resolve the matter. He or she will then document the steps that was taken to resolve the matter so that we can use it to improve our services where we may have failed· If he or she cannot resolve the matter or if the resolution was not to your satisfaction, he or she will invite you to making a formal complaint and send it to the complaint department of Flavius & Associates.
FORMAL COMPLAINT Within 5 working days of receiving a complaint, the complaint department will confirm that they have received your complaint and will immediately pass the matter to a director or manager who will be dealing with your complaint. We will provide you with the full contact detail of the person that is dealing with your complaint. The director or manager will outline to you our understanding of your concern and will ask you to confirm or correct our understanding. Once we have cleared our understanding, the Director or manager will commence an investigation on the matter and send you a written reply. We aim to reply within ten working days, but there are times when this may vary, in such circumstances we will keep you updated and we will inform you as to reasons why it seem to be taking longer than anticipated.
OUTCOME Once an investigation is completed, the director or manager will write to you and let you know what we have found. He or she will explain to you how and why we have come to our conclusion. If we found that we had failed in our service to you, we will apologise and tell you what had gone wrong and what steps we are taking to change things so as to stop it from happening again. We will aim to rectify the matter that we have got wrong and if as a result of our mistake you have lost we will aim to put you back in the position that you would have been in if we had not made the mistake. Further, If you are still not satisfied with our decision, you may make a complaint to the Civil Mediation Council at: http://www.civilmediation.org/governance/13/complaints-resolution-service.