Client Complaint Handling Policy and Procedure
Our aim is to ensure we offer all our customers an excellent level of service across all areas of ourservice. If at any time we have given you a less than satisfactory service, we undertake to do everything reasonable to put it right. If you are dissatisfied with any of our services, please contact us in the first instance and we will do our best to resolve the complaint.
What is a complaint?
A complaint can be defined as:
‘Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a service’
If you feel dissatisfied with our service to you, and are thinking you would like to make a complaint, then you should do so via the process below.
How to make a complaint
If you wish to make a complaint about the service, you have received from Cardinal Management, or under the Major Trauma Signposting Partnership (MTSP), please contact our central office at by:
By Phone: 0330 043 2829*
By Email: firstname.lastname@example.org
By Mail: Cardinal Management Ltd, Frenkel House, 15 Carolina Way, Salford, M50 2ZY
*calls are charged at local call rates.
What do you need to make a complaint?
Please have the following available when you call, or include them in any email or letter that you send us:
1) Your full name, address, email and or phone number
2) Details of what you believe has not been dealt with properly
3) Copies of any correspondence or documents relating to your complaint
4) How you wish us to resolve the complaint.
What happens next?
- If we are unable to resolve your complaint at first contact, or you would prefer to submit your complaint in writing, a written acknowledgement will be issued to you; promptly and no later than five working days from receiving your complaint.
- Your concerns will be fully investigated by our complaint handler. A final response will be issued to you within eight weeks of the initial receipt of your complaint or we will explain why we are not able to issue a response.
- During this time, our complaint handler may need to contact you to seek additional information or clarification to ascertain the facts surrounding your complaint.
- If we uphold your complaint, we will take the appropriate steps to rectify the error promptly, offer an apology for the error and offer redress or remedial action where appropriate.
- If you are not satisfied with our response to your complaint you have the right to make a formal complaint.
When will the complaint be resolved?
We will consider a complaint as resolved when you, the complainant, have indicated acceptance of a response from the respondent.
The Financial Ombudsman Service.
If you are not satisfied with our final response you have the right to complain to the Financial Ombudsman Service, their contact details can be found below. You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory Leaflet. Alternatively, you can obtain a copy from:
Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Or by freephone: 0800 023 567 *
Standard Telephone: 0300 123 1 123 *
Outside of the UK: +44 20 7964 0500
* calls are charged at the same rates as 01/02 number on mobile tariffs.
We may change this policy from time to time by updating this page. This may occur due to change in regulatory framework or a change in contact information. Any changes to this policy will be made here.