Complaints Procedure

This policy outlines how each employee of IVAorg CIC (the Company) should act in the event that they receive a complaint from a client made against the company or one of its employees.

  1. All complaints should be addressed in writing to the Managing Director who can be contacted by post at IVAorg CIC, Ocean Business Centre, Ocean Street, Altrincham, WA14 5QL.

  2. The Managing Director will write to the client within 5 working days to acknowledge receipt of their complaint.

  3. The Managing Director will undertake a thorough investigation of the circumstance relating to the complaint. Information related to the complaint, along with the names of those involved, a record of the outcome and a recommendation in writing will be logged on the company’s Complaints Record Form.

  4. The Managing Director will inform the client in writing of the outcome and what action the Company intends to take, and the reasons behind this decision, within 4 weeks of receipt of the client’s complaint.

  5. It is expected that, in practice, the majority of complaints against the Company will be resolved at this stage. However, the Company must inform the client that they have the opportunity to escalate their complaint to the Financial Ombudsman Service at a later stage, if they are dissatisfied with the Company’s response.

  6. If a decision has not been presented to the client within 4 weeks then the client must be contacted and notified of the reason for the delay. The client should also be kept informed of the ongoing process of their complaint and notified of their right to refer their complaint to the Financial Ombudsman Service if they are unhappy with the way in which their complaint is being handled or if they haven’t received a final response within 8 weeks.

  7. If, following receipt of the Company’s final response, the client feels that the Company has not addressed their complaint in a positive and satisfactory manner, the client must be informed that they can refer their complaint to the Financial Ombudsman Service at:

    The Financial Ombudsman Service,
    Exchange Tower,
    E14 9SR

    Consumer helpline : 0800 023 4567

  8. The Company must keep a record of every complaint that is brought to our attention. The Client is entitled to request a copy of the Company’s records of their complaint, which must be kept for a period of six years.

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