Complaints Handling Policy

FMG take pride in delivering the best possible service. Our people have a passion for delivering service excellence and performing to the highest standards. However, we understand that there may be times when we do not meet your expectations. If this happens, please let us know straight away.

Our Guide to Making a Complaint

We take all complaints seriously and we are committed to the following:

  • We will make it easy for you to make your complaint
  • We will carry out a detailed investigation
  • We will provide you with a detailed written response
  • We will check that you are happy with the outcome

How do I Complain?

If you are unhappy with our service then we want to make it easy for you to register your complaint. You can register your complaint in any of the following ways:

Tel: 01484 827238
Email: customerservices@fmg.co.uk
Post: Client Service Delivery Team, FMG, Broad Lea House, Dyson Wood Way, Bradley Business Park, Huddersfield, HD2 1GZ

What Happens Next?

If we can resolve your complaint to your satisfaction within 3 business days from receiving your complaint, we will send you a written summary of your complaint detailing the agreed outcome. If your complaint cannot be resolved within 3 business days we will send you an acknowledgement letter confirming who’s handling your complaint and what action we are taking.

Once we have sent you an acknowledgement letter we will investigate your complaint thoroughly and write to you with our findings as promptly as possible. If the complaint requires further investigation due to its complexities, we will keep you updated on our progress. In the event that a final response cannot be issued within 4 weeks, we will write to you advising on the progress of our investigation. If we are unable to issue you with a final response within 8 weeks, we will write to you to explain why and confirm when you can expect the final response to be issued.

What if I’m Unhappy with the Outcome?

We take pride in the way we manage complaints and ensure all our staff are competent to manage them. If for any reason, you are not satisfied with the outcome of the investigation, you can ask for a more senior team member to review the complaint.