Cento Client Review Complaints Procedure

[Amethyst]

Our complaints procedure

If you have a complaint, please write to us with details, addressing your letter to Mr George Stanton, Customer Care Department at No.14 Maenol Glasfryn, Llangennech Llanelli, SA14 8SJ. Telephone number 01792 762387
If you would prefer to email us, our email address is: complaints@clientconnectionltd.co.uk

What will happen next?

1. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

2. We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

3. Within four weeks of receiving a complaint, we will send you either:

a) a final response which adequately addresses the complaint; or

b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

5. Within eight weeks of receiving a complaint we will send you either:

a) a final response which adequately addresses the complaint; or
b) a response which:

i explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
ii informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

6. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

7. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to -

Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP
info@claimsregulation.gov.uk
Tel: 0845 4506858.



The Regulator’s decision
If the complaint is considered justified then the Regulator may direct the business to:
 apologise;
 redo, without charge, any work improperly done; or
 in certain circumstances, repay a fee that has been charged.
The Regulator might also issue a direction about the further handling of the
complaint. In some instances, the Regulator might decide to take disciplinary action
against the business.
Compensation
The Regulator does not have the statutory power to order a payment of
compensation. Where the business decides that redress is appropriate, it will provide
you with fair compensation for any acts or omissions for which it is responsible and
will comply with any offer of redress which you accept. Appropriate redress will not
always involve financial redress.




You can also sue Cento client review in the small claims court for a return of your money if you feel they have breached their contract with you. Please post as much detail as possible in a thread in this forum and we'll help you.

You should follow the complaints procedure first.