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, subject to the need to disclose information as required by statutory authorities such as the Financial Conduct Authority and/or as a result of legal or regulatory obligations placed on us. 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 person (other than a client or potential client)about Big Society Capital’s provision of, or failure to provide, a service to that person.”
3. Who can make a complaint?
We will consider all complaints received. Complaints received from a client or potential client shall be handled under our Client Complaints Handling Procedure.
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
complaints@bigsocietycapital.com
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 and 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. take into account the following factors in considering its assessment of the complaint:
- all the evidence available and the particular circumstances of the complaint; and
- similarities with other complaints received by Big Society Capital;
v. Communicate with you clearly and in plain language that is easy to understand;
vi. Reply promptly to you without delay; and
vii. 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 3 working days 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 3 working days 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 3 working days of receipt
Big Society Capital will endeavour to acknowledge the complaint within 3 working days 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. accept 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. 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 Big Society Capital's Compliance Manager.
8. Availability and provision of Big Society Capital’s complaints handling procedure
Big Society Capital’s complaints handling procedure 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 you do not have recourse to the Financial Ombudsman service.