How do I make a complaint against Health, Safety & Employment Law Services?
Please contact our Complaints Officer either verbally or in writing, who will take the details of your concerns.
Please contact us either by telephone on 02920 887733, or in writing at Pendragon House, Crescent Road, Caerphilly CF83 1XX.
We will:
- Acknowledge receipt of your complaint promptly
- Investigate the background of your complaint and respond to you at the earliest opportunity
- If the complaint is complicated and is likely to take some time to investigate, or we need to obtain information from a third party and cannot give an early response, we will keep you updated of progress
At a period not exceeding eight weeks from receipt of your complaint, we will either:
- Accept your complaint
- Reject your complaint and give you full reasons for doing so
For Data Protection Complaints we will advise that if the complainant is not satisfied with the outcome, they may refer the matter to the Information Commissioner’s Office (ICO) for Data Protection complaints. We will include the name, address, website address and telephone number of the ICO.
- Remove this page now that TCIFA has been sold: Making a complaint – TC IFA | Thomas Carroll
- Change the wording on this page: Making a complaint – Brokers | Thomas Carroll to the following:
How do I make a complaint against Thomas, Carroll (Brokers) Limited?
We aim to ensure the fair treatment of our customers and that they achieve good outcomes in all of their dealings with us, especially when they feel they have cause for complaint. We take any complaint very seriously.
Any complaint, whether made in writing or verbally, is immediately referred to our Complaints Officer. We also record any complaint we receive. Our Complaints Officer is responsible for ensuring that we thoroughly investigate any complaints.
How to complain
Contact our Complaints Officer either verbally or in writing and we will take details of your concerns and ensure that the matter is thoroughly investigated.
Thomas, Carroll (Brokers) Limited
Pendragon House
Crescent Road
Caerphilly
CF83 1XX
Telephone No: 02920 887733
As soon as a complaint is received:
All written complaints, including Data Protection Complaints, will be acknowledged by our Complaints Officer in writing within five business days of receipt.
All verbal complaints, including Data Protection complaints, will also be acknowledged by our Complaints Officer in writing within five business days of receipt.
If the complaint can be resolved within five business days our acknowledgement letter will also outline the result of our investigation, unless the complaint can be resolved to your satisfaction by the end of three business days after receipt when we will provide you with a summary of the resolution of the complaint.
If our investigation is not resolved within five business days, our acknowledgement letter will provide an early reassurance that we have received the complaint and are dealing with it, and will confirm that we will:
- Investigate the complaint and aim to respond within four weeks of receiving the complaint
- Write again giving the reason for the delay if we cannot complete the investigation within four weeks of receiving the complaint.
- Inform the complainant of the outcome and the options available to him/her on completion of our investigation.
If the complaint is about another party, such as an insurer with whom we have placed business, we will refer details of the complaint to the third party and confirm this course of action to the complainant in writing.
After we have investigated the complaint:
Immediately on completion of our investigation our Complaints Officer will write to the complainant notifying them of the outcome of our investigation. We will set out the nature and terms of any settlement (if applicable). Any compensation we offer will be fair and the basis of the calculation will be explained.
For Data Protection Complaints our letter will advise that if the complainant is not satisfied with the outcome, they may refer the matter to the Information Commissioner’s Office (ICO) for Data Protection complaints. Our letter will include the name, address, website address and telephone number of the ICO.
For financial services complaints, our letter will advise that if the complainant is not satisfied with the outcome, they may refer the matter to the Financial Ombudsman Service (FOS) for financial services complaints, and will point out that such a referral should be made within the next six months or they may lose that right. Our letter will include the address, website address and telephone number of FOS, and information which explains the Ombudsman arrangements.
More information can also be found on their website: www.financial-ombudsman.org.uk and their contact details are:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4 567
Email: complaint.info@financial-ombudsman.org.uk
Please note that the Financial Ombudsman Service will only consider complaints from:
- Consumers (private individuals acting for the purposes which are wholly or mainly outside that individual’s trade, business, craft or profession)
- Micro-enterprises (businesses employing fewer than 10 persons and with a turnover or annual balance sheet total not exceeding €2 million)
- Other small businesses (with an annual turnover of below £6.5 million and less than 50 employees or with an annual balance sheet total of below £5 million)
- Charities with an annual income of under £6.5 million
- Trustees of a trust with a net assess value of under £5 million
If we cannot resolve the complaint within four weeks:
If, for any reason, our investigation is not concluded within four weeks, our Complaints Officer will write to the complainant again informing him/her that our investigation is continuing, giving the reasons for the delay and a date by which our Complaints Officer expects to be able to contact the complainant again.
If we cannot resolve the complaint within eight weeks:
While we would always aim to complete an investigation within eight weeks, if, for any reason, our investigation is not concluded within this period, our Complaints Officer will write to the complainant again. We will inform them of the reasons for the further delay and advise that if they are not satisfied with our progress they may refer the complaint to the Financial Ombudsman Service.
