Answers to Business Limited T/A Insight Consultancy is committed to maintaining high-quality business practices and client care – we aim to offer all our clients an efficient and effective service. However, if our clients would like to discuss how the service to them could be improved or should there be any aspect of our service with which they are not satisfied, we ask them to please contact us by registered post to Insight Consultancy, Phoenix Square, Workspace 30, 4 Midland St, Leicester LE1 1TG or by email on info@insightconsultancy.co.uk.
We are committed to high quality service delivery and client care and are keen to resolve any concerns as soon as possible and in order to do this, will follow our complaints handling procedure.
Our complaints procedure is as follows:
Step 1:
If they have not already done so, we ask our clients to let us know the full nature of the problem (using our Complaints Handling Form).
Step 2:
We will write to the client acknowledging their complaint within three working days. In this letter, we will confirm what happens next.
Step 3:
We will then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within five working days of acknowledging receipt of the complaint. If, for some reason, the matter cannot be investigated in this timeframe, then we will write to the client notifying them of this together with the reason why and giving a revised timescale. Once the investigation has been completed, we will invite the client to a meeting to discuss the issue(s) they have raised and hopefully resolve the complaint. This meeting will take place within fourteen days of sending the acknowledgement letter to the client. Following the meeting, we will write to the client within five working days of the meeting to confirm the discussion and the solution agreed upon.
Step 4:
If the client does not want to or are unable to attend such a meeting, we will be happy to send the client a detailed, written response, including the proposed solution, within fourteen working days of sending the letter acknowledging receipt of the complaint.
Step 5:
If the client is satisfied with our response in either Step three or four above, that will be the end of the matter. However, if the client is not satisfied, they will be invited to contact us again and we will arrange for a member of staff who is unconcerned with the matter to review the decision. He/She/They will write to the client within fourteen days of receiving the request with confirmation of the firm’s final position in relation to the complaint, outlining the reasons and any final redress that is offered.
Step 6:
We have eight weeks to consider the complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then our clients are advised that they may ask a third party to intervene such as a commercial mediator. Each party will cover their own expense and the mediation does not mean an acceptance of any liability by Answers to Business Limited T/A Insight Consultancy whatsoever.
Further Information
For further information about our complaints handling procedures, please do not hesitate to contact us on info@insightconsultancy.co.uk or by post to: Phoenix Square, Workspace 30, 4 Midland St, Leicester LE1 1TG.
