Introduction
Name: TWS (Kidderminster) Ltd
Telephone: 01562 822855
Address: Unit 5, Lupin Works, Worcester Road, Kidderminster, DY10 1JR
E-mail: accounts@twshq.com
Our Procedures
Any complaint verbal or written will be referred to our complaints manager at the earliest opportunity or to a member of the senior management if the complaints manager is unavailable. We will also
- Acknowledge the complaint in writing promptly
- Make contact to seek clarification on any points where necessary
- Fully investigate the complaint
- Keep you informed of our progress
- Discuss with you our findings and proposed response
You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.
Definition of a complaint
TWS defines a complaint as any oral or written expression of dissatisfaction from or on behalf of a client, whether justified or not, which includes an actual or potential financial loss, material distress or material inconvenience.
Eligible Complainants
It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.
Investigation
The complaints manager will establish the nature and scope of your complaint.
Deal with complaints promptly and fairly
- Give complainants clear replies and, where appropriate, fair redress
Final response
This will set out clearly the firm’s decision and the reasons for it.
Closing a complaint
We will consider a complaint closed when we have made our final response to you.