Complaints Procedure

Complaints Procedure

At WCI Group, we are committed to providing high-quality services and working in an accountable way that builds trust and respect. We welcome feedback from individuals, users of our services and anyone who works with us, on all aspects of our services.

To provide feedback of an informal nature, please email your comments to feedback@wci.co.uk

Complaints about WCI, our staff and our services are rare. However, if you wish to lodge a formal complaint, you can do so sending your complaint to complaints@wci.co.uk or by completing the Complaints Form at the bottom of this page.

 If you do lodge a complaint, we will:

• Listen carefully to complaints and treat complaints as confidential, where possible
• Record, store and manage all complaints accurately and in accordance with the Data Protection Act
• Investigate the complaint fully, objectively and within the stated time frame
• Notify you of the results of the investigation and of your rights of appeal
• Inform you of any action that will be implemented to ensure that there is no re-occurrence

We aim to settle most complaints quickly and satisfactorily by the member of staff who provides the service.  In the event that the member of staff who provided the service cannot resolve your issue, they will escalate the complaint to a Director who will complete an investigation of the complaint and provide a formal response.

The formal response will detail the conclusion of the investigation and any further action that the Company will take.  If you are unhappy with the conclusion, you may appeal the response in writing.  Your complaint will be reviewed again taking into account any additional information you may have provided.

Following this final review, if you remain unhappy, you may refer your complaint to a Citizens Advice Bureau or solicitor.