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 [email protected]
   • 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 our chair Michael Stubbs by email and/or our registered address. His email address is [email protected]
   • 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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