Complaints Policy
Complaints Policy
Complaints Policy for Cardan Compliance Services and Cardan Business Services Ltd.
At Cardan, we take all complaints seriously and aim to resolve them as quickly and fairly as possible. We value all feedback and see complaints as an opportunity to improve our service.
Definition of a Complaint
A complaint is defined as an expression of dissatisfaction with our service, whether it is an action or lack of action, the standard of service provided, or the behavior of our staff.
How to Raise a Complaint
If you have a complaint, you can raise it with us in the following ways:
- Contact us by by email at enquiries@cardanbusiness.co.uk
- Write to us at 11A Reservoir Lane, Worcester, WR3 8NQ
When making a complaint, please provide the following details:
- Your name and contact details
- A clear description of the complaint
- The date and time the issue occurred
- Any relevant documentation or evidence
- Your desired outcome
Handling Complaints
Once we receive your complaint, we will aim to resolve it as quickly as possible. We will acknowledge your complaint within 3 working days and provide you with a reference number for your complaint.
We will assign a dedicated complaints handler to investigate your complaint, who will keep you updated on the progress and the expected resolution timeframe.
We will aim to resolve your complaint within 7 working days. However, if we need more time to investigate your complaint, we will let you know and provide you with regular updates.
We will provide you with a written response to your complaint, which will explain the outcome of the investigation and the reasons for our decision.
If you are not satisfied with our response, you can request that your complaint is escalated to the director. We will provide you with their contact details, and they will review your complaint and provide you with a final response.
Recording Complaints
We will record all complaints received, including details of the complainant, the nature of the complaint, and the outcome. We will use this information to identify any trends or areas where we need to improve our service.
Reviewing and Improving our Complaints Policy
We will review our complaints policy regularly to ensure that it is effective and in line with best practice. We will consider any feedback received from complainants and use this to improve our service.
Contact Us
If you have any questions or concerns about our complaints policy, please contact us on by email at enquiries@cardanbusiness.co.uk
Daniel Pemberton - Managing Director
Reviewed October 2023
