Complaints Policy

We take complaints about our work, staff, and levels of service very seriously. If you are not satisfied with any aspect of our service, please follow this process to raise a formal complaint.

How do I make a complaint?

It is easier for us to resolve complaints if you make them directly to us on-line through our web-form or live chat.

Alternatively, you can email our Client Service Team (CST) at complaints@mercia-group.com.

See ‘What information we’ll need from you’.

Our CST aims to resolve any complaint immediately and expect this to be the case for the majority of all complaints.  We call this RFPOC – Resolution at First Point of Contact. If RFPOC is not possible, your complaint will be referred or re-assigned to a more appropriate member of staff in the business.

What information we’ll need from you

We will need:

• Your full name, your position in the company and company name.
• A clear, detailed description of what your complaint is about, including any previous history you may feel relevant.
• How you expect your matter to be resolved
• Your email address (so we can reply)

What happens next?

When you have made your complaint, we will:

• Log your complaint and acknowledge receipt
• Investigate your complaint and work with you to resolve your issue to your satisfaction as quickly as possible

Our complaints process has two stages:

Stage 1 – Resolution at First Point of Contact

• Frontline resolution aims to quickly resolve straightforward complaints that require little or no investigation.
• We aim to do this within three working days and will be handled by our CST (Client Service Team)

If for any reason we aren’t able to resolve your complaint within three working days, it will be escalated to a more appropriate member of staff who will further investigate to find a resolution.

Stage 2 –Escalation

• Cases that are complex in nature and/or where it is immediately apparent that a detailed investigation is required, we may need further time to find a suitable resolution. This may take up to a further three working days. In any event, we will keep you informed along the way.
• We aim to provide you with a full written response within three working days of this escalation point.
• If the investigation is extremely complex and we need longer to resolve your complaint, your complaint owner will agree a revised time limit with you and keep you updated on progress.

What to do if you’re not satisfied

If you are not satisfied with the outcome of your formal complaint and wish to take the matter further, please request that your case is escalated to a Senior Team Member who will review the information and advise you of the expected response time to resolve, taking in to account the complexity of the investigation.

If we can’t agree on a resolution

Sometimes, where both parties can’t reach an agreement in rare cases, we will offer you a letter of Deadlock allowing you to take your complaint externally to seek independent advice to find a resolution

Starting your complaint online

Complete the below form to submit a formal complaint to Mercia