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What is a complaint?

 

Quick Reporting takes all customer enquiries seriously, particularly where you are unhappy with our service. However, we draw a distinction between an enquiry and a complaint. For the purposes of this policy, a complaint requires escalation to our Directors in accordance with the policy below. In contrast, any general communications between you and our operational staff will be treated as an enquiry. Our operational staff may escalate your enquiry to our Directors, in which case it will be treated as a complaint.

 

How to raise a complaint?

 

If you have a complaint, please set this out in writing to The Director, Quick Reporting Ltd, Matrix Studios, 91 Peterborough Road, London SW6 3BU or alternatively send an e-mail with the subject “Complaint” to theteam@quickreporting.co.uk. 

 

What will happen next?

 

1. Quick Reporting reserves the right to decline to consider a complaint that is made more than six months after you become aware of the cause of the complaint. There may be instances where Quick Reporting will waive this requirement at our discretion. Quick Reporting will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider

2. In all other circumstances, we will send you a written or electronic acknowledgement of a complaint within three business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of complaint, and will have authority to settle the complaint.

3. We will then investigate your complaint. This will normally involve passing your complaint to our client care officer who will review your file and speak to the member of staff who acted for you.

4. Within 10 days of receiving a complaint, we will either (a) send a final response which adequately addresses the complaint or (b) send a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

5. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

6. We will evaluate your complaint to determine how we can improve our services and implement appropriate measures to avoid a similar situation occurring again.

 

Our Complaint Principles

 

We strive to comply with the following principles to deliver good administration and customer service, particularly when things go wrong. These principles set out our vision of good complaint handling and our approach to putting things right.

 

Our key six principles are:

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1. Getting it right: complying with the law and having regard for the rights of those concerned.

2. Being customer-focused: providing services that are easily accessible to our customers.

3. Being open and accountable: being transparent and handling information as openly as the law allows.

4. Acting fairly and proportionately: always dealing with people fairly and with respect.

5. Putting things right: acknowledge when mistakes happen, explain what went wrong and put things right quickly and effectively.

6. Seeking continuous improvement: review our policies and procedures regularly to ensure they are effective by actively seeking and welcoming all feedback.

 

If you have any queries regarding our Complaints Procedure, please send an e-mail to us at theteam@quickreporting.co.uk.