City West Country Limited Complaints Procedure
Our commitment to you
Our aim is to provide excellent customer service. We take pride in our outstanding level of customer feedback. If expectations are not met, we are committed to reaching a resolution quickly and efficiently with the best possible outcome in mind.
Our customer feedback and concerns are reported on and reviewed monthly at both an individual site and board level to ensure our commitment to excellent customer service is upheld. Part of this monitoring process includes root cause analysis which forms the basis of any necessary training and development for our wider business or processes.
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, justified or not.
How to submit a Complaint
In the first instance, we would appreciate the opportunity to resolve any issues with our customers in person. Please reach out to the site in question to discuss your concerns.
Alternatively, please contact [email protected] and our central feedback team will ensure your concerns are directed to the appropriate site and person. This feedback will be escalated to Senior Management if the team are unable to reach a resolution with you.
For regulated complaints, should we be unable to reach a resolution directly, please contact ITC Compliance:
- In writing: ITC Compliance Ltd, 3 Monarch Court, Emersons Green, Bristol, BS16 7FH
- By telephone: 0845 177 2266 or 0117 440 3700
- Via email: [email protected]
Complaint Handling Process
Once received by ITC your regulated complaint will be investigated. ITC commit to the below timelines:
- By day 7: Full reply or confirmation of investigator.
- By day 28: Full response or update.
- By day 56: Final response issued.
Escalation
If dissatisfied, complaints can be referred to the Financial Ombudsman Service within six months.
Data & Privacy
Personal data is collected to investigate complaints and is stored securely for up to six years to comply with General Data Protection Regulations.