Trinity Trust Team Complaints policy

Purpose

To make known our procedures in the event of a complaint.

1. Informal Complaints:

   • Concerns should be raised in the first instance with our team director Andy Poulsom immediately to allow for quick resolution. Please contact him via email at andy@trinitytrustteam.co.uk
   • Details to note include name, contact information, nature of the concern, circumstances, and any actions taken.
   • The concern will be forwarded to the management team.

2. Formal Complaints:

   • Individuals wishing to make a formal complaint should contact the management team using our contact form and/or write to our registered address.
   • Complaints should include personal details and a detailed account of the issue.
   • Acknowledgement of receipt will occur within 7 working days, with a response sent within 14 working days.

3. Appeals:

   • If unsatisfied with the response, you can appeal to the Chair and the management team within 28 days, specifying reasons for the appeal.
   • A decision on the appeal will be communicated within 28 days.

4. Wider Action:

   • Regardless of the complaint outcome, consideration will be given to necessary wider actions or statutory reporting.

5. Anonymous Complaints:

   • These will be recorded and investigated, but may be treated with caution due to potential malicious intent.

6. Potential Compensation Claims:

   • Insurers must be notified if a complaint could lead to a compensation claim.

7. Confidentiality:

   • Complaints will be treated confidentially, adhering to the Data Protection Act.

8. Availability:

   • This policy is publicly available and provided to anyone wishing to submit a complaint.

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