Customer Complaints Procedure

In situations where a client is unhappy or dissatisfied with the service provided by Day Cooper Adams Limited they may file a complaint with the company, either via email or in writing, up to six months after the cause has been identified. Our internal complaints handling procedure is set out below.

1: Definitions:
1.1: The "Company" refers to Day Cooper Adams Limited.
1.2: The "Client" will be an individual or entity who is or has been dealing with Company within the previous six months.
1.3: "Contract" means the signed terms of engagement between the Client and the Company relating to the supply of services.
1.4:”Services” means all or any of the services as specified in the contract.
1.5:”Third-party” means any person, firm or company that’s sold the client the product.

2: Timetable
2.1: The time frame within which a claim must first be filed is six months from the date that the agreement was made.
2.2: The Company will respond in writing to any complaint within five business days, confirming receipt of the complaint and indicating who will be dealing with the complaint
2.3 Within four weeks the Company will send to the complainant either:

A final response letter OR
A holding response letter explaining why the Company is not yet in a position to resolve the complaint and when further contact will be made (within eight weeks of the original complaint)

2.4 After a maximum of eight weeks have elapsed the Company will send to the complainant either a final response letter OR a response which:

Explains that the business is still not in a position to make a final response, state the reasons for the delay and indicate when the final response letter will be sent.
Informs the complainant that the issue can be referred to the Claims Management Regulator if the client is dissatisfied with the delay.

3: Complaint Handling
3.0: The company will appoint a specific individual to deal with the client on a case by case basis
3.1: A unique complaint reference number will be issued to each complainant upon instigation of any complaint.
3.2: The name of the appointed complaints investigator will be sent to the complainant in the first instance along with the complaint form (form CM04).
3.3: The complaints investigator will have full authority to deal with and settle the complaint (offering redress, where appropriate)
3.4: A direct telephone number, email address and physical address will be supplied to the complainant in order to facilitate communication.
3.5: The complainant can, at any time, request that a different complaints investigator be assigned to the case.

4: Settlement and Offers of Redress
4.1: When a complaint has been upheld by either the Company or by an independent body such as the Claims Management Regulator the Company will discuss appropriate redress with the complainant.
4.2: Appropriate redress may not always involve financial redress. Dependent upon the situation the type of redress may include (but is not limited to) a formal apology in writing, an offer to redo the work in question or for a new case to be opened without fee.
4.3: Where appropriate redress is considered to take the form of a financial payment this may take the form of a partial or complete refund of fees, an agreed amount of financial reimbursement not directly connected to the case in hand or an amount of financial redress calculated in view of the case in hand.
4.4: Where financial redress is deemed appropriate and has been agreed, it may include a reasonable rate of interest to have no higher rate than the prevailing rate as published by The Bank Of England on the day of settlement.
Day Cooper Adams Ltd, 4th Floor, 3 Tenterden Street, Hanover Square, London. W15 1TD - 2007 ®