Customer Complaints Policy
If you are unhappy with any aspect of our service and wish to complain, you can do so by any reasonable means (i.e. letter, telephone, fax, e-mail or in person). We also have a standard complaints form which you may use, although you are not obliged to.
Complaints by post should be sent to the Managing Director or faxed to 01704 500157 or e-mailed to info@crownrentals.co.uk . If you wish to complain in person, please telephone our office and ask the General Manager / Managing Director who will arrange a mutually convenient appointment.
Who Investigates our Complaints
Your complaints will be investigated by either a Director or Chief Executive or a Senior Manager of the company, all of whom will be of sufficient competence to deal with the matter. Wherever possible, the investigator will have no direct involvement in the matter or subject of the complaint. Our appointed investigator will have the authority to settle complaints (including offering redress where appropriate) and the experience and knowledge to adequately deal with the subject matter of the complaint.
Timescale for dealing with Complaints
- Any complaint made more than six months after the complainant became aware of the complaint is likely to be declined under the provisions of the Ministry of Justice Complaints Handling Rules 2006.
- Upon receipt of the complaint, a written acknowledgement will be sent to you within five working days of receipt giving the name of the individual and job title dealing with the complaint.
- Upon receipt of the complaint, the investigator will first ask for the comments of our staff member/members with whom you dealt and if necessary ask you for your comments on the answers given.
- If your complaint is accepted in full at that stage, we will let you know what we consider is appropriate redress.
- If we pass back our staff member/members comments to you and you reply, the investigator will consider all the facts of the case including any documentation available. A final response will be sent to you within four weeks of receiving a complaint or a holding response explaining why a final response cannot be given. A final response will be provided following a holding response no later than eight weeks of receiving the complaint. In the unlikely event a final response cannot be provided within eight weeks, the response at that stage will explain why a final response cannot be provided and give reasons for the further delay and indicate when the final response will be provided. You will be informed at that stage that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the response.
- If you are dissatisfied with our investigator’s conclusions, you may ask him/her to review especially if you feel he/she has overlooked something or there is new material to look at.
- We will always do our best to reach a fair result and rectify where possible any error. If however, you feel despite our efforts, you have not been properly treated; you have the absolute right to complain to the Industry Regulator at Ministry of Justice, Selborne House, 54 Victoria Street, London SW1E 6QW. Telephone 0207 210 8381 or email info@claimsregulation.gov.uk
