Our Commitment to Quality Service
We are committed to providing a high-quality service to all of our clients and their customers. When someone is dissatisfied, we want to know about it and take it very seriously. We also use any feedback we receive to review our processes and improve our service.
How to Make a Complaint
You can register a complaint verbally or in writing, including via email. Our contact details are:
- Email: complaints@idrww.com
- Telephone: +44 (0)1494 911099
- Address: The Island, Moor Road, Chesham, Bucks, HP5 1NZ
Our priority is to investigate your complaints thoroughly, expeditiously, and impartially. To achieve these objectives, addressing complaints sometimes takes a little time.
Timescales for Addressing Complaints
We aim to deal with your complaint as soon as it arises and resolve it within 3 working days, where possible. However, in some instances, we may require more time to investigate your complaint. To keep you updated on progress, we have outlined below the timescales adopted by the company’s board of directors:
By Day 5
If we can’t resolve your complaint within 3 working days, we will provide a written acknowledgement within 5 working days. The acknowledgement will:
- Acknowledge that the complaint has been received.
- Confirm that the complaint is being dealt with and by whom.
- Provide a timescale for a final written response.
By Day 28 (4 Weeks)
If we have been unable to provide a full response to your complaint by day 28, we will write to you again to confirm that our investigations remain ongoing and give you a new date for when we expect to provide our final written response.
By Day 56 (8 Weeks)
In the unlikely event of us not being able to provide you with our final response within 56 days (8 weeks), we will write to you with a progress update and give you a final date for when you can expect to receive our written response. We will also include details on how to refer your complaint to the Financial Ombudsman Service (FOS) if you are not satisfied with the ‘final outcome’ date which we have set.
Our Response to Your Complaint
After a full investigation, we will reply to you in writing. We will tell you our views on your complaint and the steps we propose to resolve it, hopefully to your satisfaction. Our final response to you will set out clearly the details of our investigation, our decision, and any remedial action appropriate to your individual circumstances.
If You Are Dissatisfied with Our Decision
You have 6 months from the date of our final response to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent, and impartial intermediary body that investigates complaints between individual customers and FCA-regulated companies. For further information, please refer to the FOS website.
FOS Contact Details
Email: complaint-info@financial-ombudsman.org.uk
Telephone: 0800 023 4567
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
