Complaint handling procedure
Our commitment to our customers
It is our aim to give excellent service to all our customers, but we recognise that things can occasionally go wrong. We take any complaints that we receive seriously and we aim to resolve all of our customers’ concerns fairly, promptly and efficiently. We are members of DEMSA (Debt Managers Standards Association) and follow their Code of Practice, which is approved by the Trading Standards Institute (TSI) and encourages higher standards for the benefit of customers.
What to do if you are dissatisfied
To ensure that we provide the kind of service you expect we welcome your feedback. If at any time you are not happy with the service that we have given, please telephone the business area you usually deal with in order to explain your concerns.
Calls may be recorded and /or monitored for quality purposes. Alternatively, if you want to write to us, please send your complaint to: Compliance Department, Baines & Ernst Limited, Lloyds House, 18 – 22 Lloyd Street, Manchester M2 5BE.
How we will handle your complaint
We aim to resolve all complaints as soon as possible. If we are unable to resolve a complaint to your satisfaction by the close of the business day following its receipt we will write to you acknowledging your complaint and inform you who is dealing with it.
In order to resolve your problem we will review all the documentation and information necessary to enable us to carry out a thorough investigation. In some instances we may need you to provide us with further information or to provide us with authority to contact a third party. If the information or authority is not provided to us within 8 weeks of the request we may have to treat your complaint as closed.
Once an investigation of your concerns has been made, we will provide a written ‘Final Response Letter’ confirming our findings and, if applicable, any proposed resolution.
Most of our customers’ concerns can be resolved quickly but occasionally more detailed enquiries are needed. If we have been unable to complete our investigation within 4 weeks of receipt of your complaint we will write to you providing an update. We are committed to resolving all complaints within an absolute maximum period of 8 weeks from date of receipt. If we have been unable to complete our investigation within 8 weeks of receipt we will provide you with a further update at that time.
Clearly, we would always want to resolve any concerns you raise with us internally. However, should you remain dissatisfied following our final written response, or 8 weeks have elapsed since you raised your complaint with us and you are not happy with the progress made, you can refer the matter to:
The General Secretary, DEMSA, West Point, Westland Square, Leeds, LS11 5SS. Tel: 0113 277 7610, Fax: 0113 2773586 email: email@example.com or visit www.demsa.co.uk. Depending on the nature of your complaint you may also have the right to refer the matter to the Financial Ombudsman Service (FOS). This will be confirmed either within our Final Response letter or after 8 weeks if the matter has not been resolved by then.
Both DEMSA and FOS provide a free independent adjudication service. A copy of our Complaints Handling Procedure and also the DEMSA Code of Practice is available from us upon request.
If however your issues relate to a Debt Relief Order (DRO) through Baines & Ernst a copy of the DRO Complaint Handling Procedure is available from us upon request.
Following our Complaints Handling Procedures does not affect your right to take independent legal advice.
If you have any issues relating to the work your Insolvency Practitioner undertakes (only applicable for IVA or PTD clients), you should refer this directly to your Insolvency Practitioner who will inform you of their own complaint handling procedure as relevant.