Prestige Midlands Ltd - Complaints Policy and Procedure

Complaints Policy and Procedure
Our aim:
Prestige Midlands Ltd is committed to providing a quality service for its customers
and partners working in an open and accountable way that builds the trust and
respect of all our stakeholders. One of the ways in which we can continue to
improve our service is by listening and responding to the views of our customers and
partners, and in particular by responding positively to complaints, and do our best to
respond as quickly as possible and put matters right if we can.
At Prestige Midlands Ltd; we recognise that a customer will be expressing their
dissatisfaction and we define this in this way: Complaint – This is where the customer
is dissatisfied with the way in which their product was sold or described to them.
Claim – This is dissatisfaction with the product or fitting of that product.
Therefore we aim to ensure that:
▪ Making a complaint or claim is as easy as possible;
▪ We treat a complaint or claim as a clear expression of
dissatisfaction with our service which calls for an immediate response;
▪ We deal with it promptly, politely and, when appropriate,
▪ We respond in the right way – for example, with an explanation, or
an apology where we have got things wrong, or information on any action taken
▪ We learn from complaints and claims, use them to improve our
service, and review annually our complaints policy and procedures.
We recognise that many concerns will be raised informally, and dealt with quickly.
Our aims are to:
▪ Resolve informal concerns quickly;
▪ Keep matters low-key;
▪ Enable mediation between the complainant and the individual to whom the
complaint or claim has been referred.
An informal approach is appropriate when it can be achieved. But if concerns
cannot be satisfactorily resolved informally, then the formal complaints procedure
should be followed.
Complaints Procedure March 2022
Prestige Midlands Ltd defines a complaint or claim as ‘any expression of
dissatisfaction (with Prestige Midlands Ltd, with a member of staff, or with a business
partner) that relates to Prestige Midlands Ltd and that requires a formal response’.
The formal complaints procedure is intended to ensure that all complaints and
claims are handled fairly, consistently and wherever possible resolved to the
complainant’s satisfaction.
Prestige Midlands Ltd responsibility will be to:
▪ Acknowledge the formal complaint in writing;
▪ Respond within a stated period of time;
▪ Deal reasonably and sensitively with the complaint;
▪ Take action where appropriate.
A complainant’s responsibility is to:
▪ Bring their complaint, in writing, to Prestige Midlands Ltd attention normally
within 8 weeks of the issue arising;
▪ Raise concerns promptly and directly with a member of staff in Retailer ;
▪ Explain the problem as clearly and as fully as possible, including any action
taken to date;
▪ Allow Prestige Midlands Ltd a reasonable time to deal with the matter;
▪ Recognise that some circumstances may be beyond Retailer control.
Responsibility for Action: The directors of Prestige Midlands Ltd.
Confidentiality: Except in exceptional circumstances, every attempt will be made to
ensure that both the complainant and Retailer maintain confidentiality. However the
circumstances giving rise to the complaint may be such that it may not be possible
to maintain confidentiality (with each complaint judged on its own merit). Should this
be the case, the situation will be explained to the complainant.
Monitoring and Reporting: Prestige Midlands Ltd will produce annually an
anonymized report of complaints made and their resolution.
Complaints Procedure March 2022
Formal Complaints Procedure
Stage 1
In the first instance, if we are unable to resolve the issue informally, you should write
or email to the member of staff who dealt with you, or their manager, so that he or
she has a chance to put things right. If your complaint concerns a member of
Prestige Midlands Ltd staff, you should write formally to the individual concerned. In
your letter you should set out the details of your complaint, the consequences for
you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 5 working days of
receipt. You should get a response and an explanation within 28 working days.
You can contact us to complain by calling 01902728351or email or in writing to:
Suite 3 Stafford Court, 178 Stafford Street, Wolverhampton, WV1 1NA
Final Stage
Financial Ombudsman Service
The Financial Ombudsman Service provides a free, independent service for clients to
solve disputes with not for profit debt advice providers.
The Financial Ombudsman Service will only step in once the bureau has had the
opportunity to investigate matters, so please contact the bureau first.
If your complaint is about debt advice or if you were seeking advice about your
credit record and you are not satisfied with the bureau’s final response or if eight
weeks have passed since you first let the bureau know about your concerns, you
can ask the Financial Ombudsman to review your complaint.
Contact the Financial Ombudsman Service
By post:
Financial Ombudsman Service
Exchange Tower
London E14 9SR
By phone:
0800 0 234 567 – free for people phoning from a ‘fixed’ line (e.g. a landline at home)
0300 123 9 123 – free for mobile phone users who pay a monthly charge for calls to
numbers starting 01 and 02.
By email:

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