Look After My Disrepairs Ltd Complaints Procedure

HomeLook After My Disrepairs Ltd Complaints Procedure

1.    Procedure

Look After My Disrepairs Ltd (the Company) is committed to giving its clients the highest standards of service and customer care. If you believe that we have not succeeded in achieving this, we encourage your feedback to enable us to rectify any concerns and improves upon services.

A complaint is ‘an expression of dissatisfaction is expressed in writing by the client or on behalf of the client’.

All Company staff will receive training on the complaints procedure and will guide complainants to the formal review process.

2.    Complaints Procedure

  • Complaints can be expressed verbally or in writing (whether by email or post).
    • Written complaints need to be directed to the Complaints Department and can posted or e-mailed to the following addresses:
  • Look After My Disrepairs Ltd, 10 Church Rd, Bolton, United Kingdom, BL1 6HE

email : martin@lamduk.com

  • To assist customers that are not able to email or write in, details of the complaint should be taken from the customer (whether over the phone or face to face), and then referred to the relevant department.
  • Complainants are encouraged to provide details about themselves so that we can directly attempt to redress the potential problem.
  • Complainants are also encouraged to advise the Company in regards to what action they would like us to take to resolve their complaint.
  • Upon receipt of the complaint the Company will issue an acknowledgement within a timescale of 3 working days, which will include details of the Financial Ombudsmen Service and how to contact them. Where the complainant has contacted us via phone this information can be provided verbally to them, and where possible confirmed in writing (by email or post).
  • The Company aims to start investigation on the complaint upon receipt and aims to respond to the complainant within a time scale of 4 weeks. If the Company is unable to meet this time scale an update will still be sent to the complainant to ensure they are aware of the complaints progress.
  • In all cases the Company will send a final response within a time scale of 8 weeks of receiving the complaint. If the Company is unable to meet this time scale an update will still be sent to the complainant to ensure they are aware of the complaints progress.
  • If the Company takes more than 8 weeks after receiving the complaint to reply to the complainant, or the complainant does not think the outcome has resolved the complaint, the complainants will be advised that they can take further action with the Financial Ombudsman Service (FOS) and provides details of how to do so.
  • All complaints that are sent the Final Decision will be sent the FOS leaflet also and advised that they have six months from the date of the final response to contact the FOS.

3.    Complaints resolved by the end of three business days

    • This section deals with complaints that are resolved by the third business day following the day that it was received.
    • A complaint in these circumstances is considered to be ‘resolved’ where the complainant has accepted our response, this could be verbally or in writing.
    • The following steps should be taken for complaints resolved within the 3-business day time frame:
      • The complainant is to be sent confirmation in writing:
        • That a complaint was made and that we now consider this to be resolved
        • Provides the details of the FOS, in the event that the complainant changes their mind
        • Where the complainant has agreed to waive the time limits; and
        • Provides the details of the FOS, including the website address and states that further information can be obtained from there
      • Where written communication is not the most suitable method to communicate the information in 3.3.1 then we may use an alternative method that best suits the complainant (i.e. a customer that has limited literacy skills we may verbally inform them of this).

4.    Forwarding Complaints

    • Given the type of business the company does all its customer will be referred to or signposted to another organisation, as such it is possible that we may receive a complaint which relates to the third party to which we have referred the customer to.
    • Complaints that relate to in whole to another party, these complaints should be referred to that third party within two business days.
    • Complaints that relate in part to a third party, the part relevant to the third party should be referred to it, again within two business days.
    • Similarly, we may receive complaints from a third party that has received a complaint about our service from a customer.  These complaints should be treated the same way as all other complaints received directly by the Company.
    • Look After My Disrepairs Ltd is a consultancy service which is FREE to any client. On completion of the consultancy Look After My Disrepairs Ltd with your permission may pass your details to one of our FCA regulated partners who will advise on their services. Look After My Disrepairs Ltd may receive a fee for this service from our FCA regulated partners.

5.    Record Keeping

    • The Company records all complaints on the clients file where possible and also within a central database (the Complaints Log). Actions and outcomes of these complaints are also recorded.
  • Any complaints to the Company will be reviewed and will be used to make future service improvements where required.
  • Complaints records will be kept for a minimum period of three years from the date the complaint was received.
  • The Company will use GABRIEL (Gathering Better Regulatory Information Electronically) as required by the Financial Conduct Authority (FCA) to report on volumes of complaints.

6.    Compliments

    •  Compliments can initially be expressed verbally
  • Compliments can be sent directly to the adviser via the contact details provided
  • Compliments can also be directed to:
  • Look After My Disrepairs Ltd, 10 Church Rd, Bolton, United Kingdom, BL1 6HE
  • Email : martin@lamduk.com

7.    Monitoring and Review

    • On a monthly basis, the Operations Manager and Manager will review the Complaints Log and compile a report on all the complaints that have been received, to determine root cause and what actions can be taken to ensure that these complaints are addressed, minimised and/or eliminated.
  • The report shall address at a minimum:
  • the number of new complaints in the month
  • current status of compliant (i.e. closed or open)
  • nature of the complaints
  • the types of resolution reached/redress paid or agreed
  • the length of time that the matter took to resolve
  • number of complaints dealt with within the 3-business day
  • number of complaints that were not resolved/final response not issues within the 4-week period set in this policy;
  • root cause analysis; and
  • actions to be taken.
  • The report shall be provided to the Director (who has ultimate compliance oversight) who together with the advice of the Operation Manager will agree any action to be taken to tackle the issues that are highlighted by the report.
  • These reports shall be available for review by external regulators.

Look After My Disrepairs is Company Registration number: 15872881 Look After My Disrepairs Ltd is registered under the Data Protection Act 2018 with the ICO Ref number: ZB821327 This is a free to use website that provides information on your housing disrepair claim on a NO WIN NO FEE basis. You will be given the option of being referred to one of our teams of solicitors suited to your circumstances. There is no obligation to proceed. We may be paid a admin fee if you opt in to their service.