Complaint handling procedure | Big Society Capital

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Complaint handling procedure

The following outlines our complaints handling procedure.

1. Background

1.1 Big Society Capital is committed to providing a high quality service. However, we recognise that there may be occasions when you feel that we do not achieve the level of service that you expect and, as such, you may wish to make a complaint. This complaints handling procedure reflects Big Society Capital’s commitment to ensuring that Big Society Capital has effective and transparent procedures in place for the fair and efficient handling of complaints.

1.2 We consider carefully all complaints we receive.  Making a complaint will not affect your chances of receiving funding from us in the future or the level of service you receive from us. We will keep all complaints confidential.  If you make a complaint, we will treat you with respect and we expect you to treat our staff in the same way.

1.3 The complaints process set out below is a guide as to how to go about making a complaint to us and what you can expect from us in terms of a response. 

2. What is a complaint?

For the purposes of this procedure, a complaint may be defined as “an expression of dissatisfaction by a Big Society Capital client or potential client or any other person about Big Society Capital’s provision of, or failure to provide, a service to that client, potential client or other person.”

3. Who can make a complaint?

We will consider all complaints received from any client, potential client of Big Society Capital or any other person.

4. How to make a complaint 

4.1 Who to contact:

Complainants should make their complaint to the Big Society Capital’s Complaints Management Function (which has been allocated to the Big Society Capital’s Chief Financial Officer, or in his absence or if the complaint relates to the Big Society Capital’s Chief Financial Officer, Big Society Capital’s Chief Executive Officer):

By phone

0207 186 2500   

In writing 

Complaints Management, 

Big Society Capital Limited

New Fetter Place

8-10 New Fetter Lane

London

EC4A 1AZ

By email

The Complaints Management Function shall be responsible for the investigation of your complaint.

4.2   What to cover:

When making your complaint, please set out the facts in as much detail as you can, as clearly as possible.  In particular, please tell us:

i.what happened;

ii.when it happened;

iii.who you dealt with; and

iv.what you would like us to do to put things right.

5. Investigation of a complaint

Big Society Capital’s Complaints Management Function shall:  

i.Investigate the complaint:

  • competently

  • diligently

  • impartially

ii.Obtain such additional information as necessary;

iii.Assess fairly, consistently, and promptly:

  • the subject matter of the complaint;

  • whether the complaint should be upheld;

  • what remedial action or redress (or both) may be appropriate; and

  • if appropriate, whether it has reasonable grounds to be satisfied that another respondent may be solely or jointly responsible for the matter alleged in the complaint;

iv.Communicate with you clearly and in plain language that is easy to understand

v.Reply promptly to you without delay; and

vi.Comply promptly with any offer of remedial action or redress accepted by the complainant.

6. Prescribed timetable for complaint resolution

6.1 Big Society Capital will aim to resolve complaints at the earliest possible opportunity.

6.2 If Big Society Capital is able to resolve your complaint within 48 hours of receipt, Big Society Capital will inform you that Big Society Capital has treated the complaint as resolved.

6.3 If Big Society Capital is not able to resolve your complaint within 48 hours of receipt, Big Society Capital  will:

i.promptly send you written acknowledgement confirming that it has received your complaint and that BSC is dealing with it; and

ii.ensure you are kept informed of the progress of the measures being taken for your complaint’s resolution.

6.4 In most cases, this will mean that Big Society Capital will send you:

a) Acknowledgment of complaint within 48 hours

Big Society Capital will endeavour to acknowledge the complaint within 48 hours of receipt and confirm to the complainant that the complaint is being dealt with or that is has been resolved. Big Society Capital’s acknowledgment will include the  telephone number and e-mail address that you may contact during this time.

b) Final response or holding letter within four weeks

Big Society Capital will investigate the complaint and endeavour to send a final response to you within four weeks of receipt of the complaint.

This final response will be a written response and will:

i.accepts the complaint and offers appropriate remedial action or redress (or both); or 

ii.offers remedial action or redress (or both) without accepting the complaint; or

iii.reject the complaint and give reasons for doing so.

If, after four weeks, Big Society Capital is not in a position to provide a final response, Big Society Capital will write to you and give reasons for the delay and an indication of when you can expect to receive a final response.

6.5 If, upon receipt of a final response from Big Society Capital, you are still dissatisfied with the response, you may escalate your complaint to the Big Society Capital Chair, Sir Harvey McGrath.  Complainants should make their complaint to the Big Society Capital Chair in writing to the following address:

Big Society Capital Chair (CONFIDENTIAL)

Big Society Capital Limited

New Fetter Place

8-10 New Fetter Lane

London

EC4A 1AZ

7. Big Society Capital’s internal record-keeping requirements

The details of any complaint received by Big Society Capital and the measures taken for its resolution will be logged in a complaints register which is maintained centrally by the Big Society Capital Internal Counsel and Compliance Officer.

8. Availability and provision of Big Society Capital’s complaints handling procedure

Big Society Capital’s complaints handling procedure is available on the Big Society Capital website https://www.bigsocietycapital.com/complaints and in addition, will be made available to new clients of Big Society Capital as part of the client on-boarding process. This procedure will also be provided in writing to a complainant when acknowledging a complaint and at any point thereafter on request.

9. Further recourse

While Big Society Capital is authorised and regulated by the Financial Conduct Authority it does not undertake activities with eligible complainants coming within the jurisdiction of the Financial Ombudsman.  When Big Society Capital carries out regulated activities for a client within the scope if its regulated authorisation from the Financial Conduct Authority, it shall notify such client that it may be eligible to take complaints to the Financial Ombudsman, provided they meet the relevant criteria for an eligible complainant as set out in the FCA Handbook  (https://www.handbook.fca.org.uk/handbook/DISP/2/7.html#D158).