INTERNAL COMPLAINTS HANDLING PROCEDURE
1. Acme Credit Consultants Ltd (hereto referred as ACME within these internal complaints handling procedure document) is authorized and regulated by the Financial Conduct Authority for Regulated Debts Ref No. 577189 (Full Permission) same can be found on http://fca.org.uk
2. Complaints Handling Rules 2006: Complaints Handling Procedures;
2.1. ACME has in place and operates an appropriate and effective internal complaint handling procedure (this is also available in writing) for handling any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of a complainant about the ACME business provision of an FCA Regulated Debt Services. Full details are available in writing upon request.
2.2. The procedure – ACME internal complaints handling procedure makes provisions for:
a) A complainant to make a complaint by any reasonable means i.e. telephone, letter, email or in person.
b) Any complaints made against ACME – It will be investigated by a person of sufficient competence who, wherever possible, was not directly involved in the matter, which is the subject of the complaint.
c) The person charged with responding to complaints will have sufficient seniority and authority to settle such complaints (including the offering of redress where appropriate) or to have ready access to someone who has the necessary seniority and authority and;
d) Responses to complaints to address adequately the subject matter of the complaint and, where the complaint is upheld, to offer redress.
2.3. The timescale for dealing with complaints.
2.3.1 ACME may decline to consider a complaint that is made more than six months after the complainant became aware of the cause of the complaint.
2.3.2) ACME will send a written or electronic acknowledgement of a complaint within 5 business days of receipt, giving the name or job title of the individual handling the complaint on behalf of ACME, together with details of ACME internal complaint handling the procedure.
2.3.3) ACME will, within four weeks of receiving a complaint, sent to the complainant either; a.) A final response or b.) A holding response, which explains why it is not yet in a position to resolve the complaint and indicating when ACME will make further contact. In any event, this contact would be made within eight weeks of receipt of the complaint.
ACME undertakes, by the end of eight weeks after its receipt of a complaint to, send the complainant, either final response; or a response which:
(2.3.4) Explains that ACME is not in a position to make a final response and give reasons for the further delay. Indicating when the business expects to be able to provide a final response;
(a) And information, the complainant that he or she may refer the handling of the complaint to the Financial Ombudsman Services if dissatisfied with the delay, if a complaint is not resolved after eight weeks, ACME will indicate to any complainant that if he or she is not satisfied with the outcome he or she may refer the handling of the complaint to Financial Ombudsman Services. ACME undertakes to supply the complainant with the address, telephone number and the email address of the regulator.
(b) Record Keeping – ACME will maintain records and provide details of all complaints to the regulator on request.
2.4 Providing Redresses.
2.4.1 ACME in deciding whether redress is appropriate or not will provide the complainant with fair compensation for any act or emissions for which it was responsible and comply with any offer of redress, which the complainant accepts.
2.4.2 Appropriate redress will not always and inevitably involve financial redress. It may involve an apology, an offer to redo the work or the refund of a fee. Where financial redress is deemed appropriate, it may include a reasonable rate of interest.