Complaints Handling Policy
Amberton Limited Complaints Handling Policy
1. Our complaints policy
Amberton Limited ("Amberton") is committed to providing a high-quality service to our clients. This policy explains how we deal with any complaint that is referred to us.
2. Complaints Handling Procedure
If you have a complaint, you can contact us by email at team@ambertonam.com. To explain to you how long this process might take we have included our target times for each stage of the process. Where it is not possible to observe any of these limits, we will let you know and explain why.
3. What will happen next
We will endeavour to resolve your complaint within 3 working days of receipt by using the 72-hour Complaints Process. If this is not possible, the Formal Complaints Procedure will come into force.
72-hour Complaints Process
If we are able to process your complaint and determine the outcome within 3 working days we will issue a Summary Resolution Letter acknowledging you have made a complaint and confirming that we consider the complaint is resolved.
Formal Complaints Process
If we have not been able to resolve your complaint within 3 working days we will acknowledge receipt of the complaint in writing within 5 working days, confirming our understanding of the complaint and enclosing a copy of the complaints handling procedure. We will investigate the complaint and determine the outcome. If the complaint is upheld, this investigation will also determine what, if any, redress is appropriate.
Once the investigation has been completed and an outcome is determined, we will issue a Final Resolution Letter confirming:
- a) the details of the complaint;
b) a summary of the outcome including details of any redress, if any.
If the investigation has not been completed within 28 days (4 weeks) we will send a 4-week Holding Letter advising what progress has been made and an indication of when the matter will be resolved.
If the investigation has not been completed within 56 days (8 weeks) we will send an 8-week Holding Letter advising:
- a) why the complaint could not be resolved within 8 weeks; and
b) when we expect to resolve the complaint.
We will continue to investigate and attempt resolution until such time as a Final Resolution Letter can be issued.
4. Alternative Dispute Resolution (ADR)
There is currently no ADR route for Amberton in the Channel Islands.
5. Information rights complaints
If you have a specific complaint about how we have handled your information, you may wish to contact our Data Controller directly by e-mailing team@ambertonam.com. Our Privacy Policy sets out further details of your information rights. Thank you for bringing your concerns to our attention. We will do our best to address any dissatisfaction that you have experienced in using our services. Our primary objective is to put things right.