We listen to you
The purpose of this document is to set out a complaints policy and the procedure to be followed when resolving complaints. The complaints policy and procedure shall be referred to as the Complaint Management System (“CMS”).
When responding to complaints, staff should act in accordance with our complaint handling procedures as well as any other internal documents providing guidance on the management of complaints.
Staff should also consider any relevant legislation and/or regulations when responding to complaints and feedback.
The CMS is a procedure internal to Falcon FX, which a complainant must first follow and exhaust before seeking remedies external to Falcon FX.
The five key stages in our CMS are the following, and are set out below:
Unless the complaint has been resolved at the outset, we will record the complaint and its supporting information in a complaint register. We will also assign a unique identifier to the complaint file.
The record of the complaint will document:
We will acknowledge receipt of each complaint promptly, and preferably within 2 business days. Consideration will be given to the most appropriate medium (e.g. email, letter) for communicating with the person making a complaint.
After acknowledging receipt of the complaint, we will confirm whether the issue/s raised in the
complaint is/are within our control. We will also consider the outcome/s sought by the person making
a complaint and, where there is more than one issue raised, determine whether each issue needs to
be separately addressed.
When determining how a complaint will be managed, we will consider:
After assessing the complaint, we will consider how to manage it. To manage a complaint we may:
We will keep the person making the complaint up to date on our progress, particularly if there are any delays. We will also communicate the outcome of the complaint using the most appropriate medium. Which actions we decide to take will be tailored to each case and take into account any statutory requirements.
The nature of the complaint will determine which person within the orgainisation will attend to the complaint. The purpose of this is to ensure that the most qualified and knowledgable person in the orgainsation is allocated to the complaint.
Following consideration of the complaint and any investigation into the issues raised, we will contact the person making the complaint and advise them:
If in the course of investigation, we make any adverse findings about a particular individual, we will consider any applicable privacy obligations under the Protection of Personal Information Act and any applicable exemptions in or made pursuant to that Act, before sharing our findings with the person making the complaint.
We will keep comprehensive records about:
We will ensure that outcomes are properly implemented, monitored and reported to the complaint handling manager and/or senior management.
We will inform people who make complaints to or about us about any internal or external review options available to them (including any relevant Ombudsman or regulatory bodies, such as the FSCA).
We aim to resolve complaints at the first level, the frontline. Wherever possible staff will be adequately equipped to respond to complaints, including being given appropriate authority, training and supervision.
Where this is not possible, we may decide to escalate the complaint to a more senior officer within Falcon FX. This second level of complaint handling will provide for the following internal mechanisms:
Where a person making a complaint is dissatisfied with the outcome of Falcon FX’s review of their complaint, they may seek an external review of our decision (by the Ombudsman for example).
We will ensure that complaints are recorded in a systematic way so that information can be easily retrieved for reporting and analysis.
Regular reports will be run on:
Regular analysis of these reports will be undertaken to monitor trends, measure the quality of our customer service and make improvements.
Both reports and their analysis will be provided to Falcon FX’s board of directors.
We will continually monitor our complaint management system to:
Monitoring may include the use of audits, complaint satisfaction surveys and online listening tools and alerts.
We are committed to improving the effectiveness and efficiency of our complaint management system. To this end, we will: