Outset (UK) Ltd

Complaints policy

Our policy

Outset is committed to providing a high-quality service to all its clients. In order that we maintain this commitment, and to help us improve our standards, we need to know if you, as our client, are ever dissatisfied with the service we provide.


Informal complaints procedure

If you would like to raise an informal complaint you should raise the matter with the consultant concerned either verbally or in writing. The consultant will discuss the matter with you and attempt to resolve the matter. The informal complaints procedure will be completed within a reasonable period, having regard to the nature and seriousness of the complaint. If the complaint is not resolved to your satisfaction, or if the consultant feels that a more formal approach should be taken, then our formal complaints procedure should be followed.


Formal complaints procedure

1. If you would like to raise a formal complaint please contact one of the following Client Care Managers:

• Andy Dagger, Interact Operations Director (if the complaint relates to Interact advice you have received from Outset);
  
  
• Nick Evans, Director of HR and Legal Services (if the complaint relates to legal advice, HR or a combination of HR and legal advice, you have received from Outset).

2. The Client Care Manager will write to you, usually within 2 working days, acknowledging the complaint, advising you of: the name of the person who will be dealing with the complaint (if different to the Client Care Manager), setting out the nature of the complaint as we have understood it the next steps an indication of time scale. A copy of this Complaints Procedure will also be provided to you.

3. We will then fully investigate the complaint. Usually this will involve the Client Care Manager discussing the complaint with the consultant concerned. If appropriate, you may also be invited to discuss your complaint as part of the investigation process.

4. If appropriate, once the investigation has been concluded, you will be invited to a meeting to discuss, and hopefully resolve, the complaint. If a meeting is proposed and you do not want a meeting, or it is not possible for you to do so, the Client Care Manager will send you a detailed reply which will include their conclusions and suggestions for resolving the matter and, if appropriate, details of the Claims Management Regulator.

5. After the meeting, The Client Care Manager will write to you to confirm the outcome including any solutions that were agreed and if appropriate, will provide you with details of the Claims Management Regulator.

6. Where possible, we aim to provide a final response within 4 weeks of receiving your complaint. Where this is not possible, we will let you know, explaining why and when we expect to be able to respond to your complaint.

7. If we are still not in a position to make a final decision on your complaint 8 weeks after it has been received we will write to you advising you of the reasons for this with an indication of when we expect to be able to respond in detail. If appropriate, we will also provide you with details of the Claims Management Regulator.

8. If you are not satisfied with the response and / or proposed solutions, you should contact us again.

9. Your complaint will then be passed to Outset's Chief Executive, Jonathan Gauton, who will review the relevant Client Care Manager's decision and write to you to confirm Outset's final position regarding your complaint and our reasons.


Claims Management Regulator

The Claims Management Regulator regulates complaints about Claims Management Services provided by us to individuals (Claimants). It does not apply to advice provided to employers (Respondents). Claims Management Services means advice or other services provided to individuals (Claimants) in relation to carrying out an initial review of the potential merits of a claim and bringing an employment tribunal claim. You may ask the Claims Management Regulator to review our handling of your complaint in the following circumstances:

1. If you are dissatisfied with our handling of your complaint;

2. If we have not responded substantively within 8 weeks of receiving your complaint; or

3. If we are unable to agree on how to resolve your complaint


Records

Details of your complaint, our investigations and findings will be maintained in a separate Complaints file and retained for a period of two years.


Outset (UK) Ltd
July 2007