COMPLAINTS PROCEDURE

VALUES AND PRINCIPLES

Busy Bees Benefits understands that you have the right to complain. We take complaints seriously and always place great importance on the following values and principles.

EQUALITY - You should receive a proper response to your complaint, regardless of your age, gender, disability, race, religion, nationality, social status, sexual orientation or political persuasion.

FAIRNESS - We believe that complaints should be dealt with fairly and openly. Unless it would put other people at risk, those affected by a complaint should have a chance to contribute and respond to any investigation.

CONFIDENTIALITY - We treat complaints as confidentially as possible in line with the Data Protection Act.

HOW TO MAKE A COMPLAINT

VERBAL COMPLAINTS - If you have a complaint, it is often best to start by having a conversation with a member of the Busy Bees Benefits team who will endeavour to resolve complaints verbally in the first instance. If you are not satisfied with the resolution we request that a complaint be put in writing to the Head of Operations whose address is at the bottom of this policy.

EMAIL – Complaints can be made by email to customerexperience@busybeesbenefits.com. Complaints received by email are acknowledged upon receipt. The acknowledgement will detail a timeframe for a formal response.

We will undertake an investigation in order for the detailed facts to be provided in a written response. Please provide as much detail as possible in your email to make it easier for us to handle and investigate your complaint.

The final response will contain a full explanation and will normally be provided within 28 days from receipt of original complaint.

WRITTEN COMPLAINTS – You can also put your complaint in writing to our Head of Operations. Written complaints can be submitted by post to the address details at the end of this procedure.

A written complaint is handled by our Customer Experience Team. All complaints are acknowledged on receipt. The acknowledgement will detail a timeframe for a formal response.

An investigation takes place in order for the detailed facts to be provided in a written response. It is easier for us to handle your complaint if you provide as much detail as possible.

The final response will contain a full explanation and will normally be provided within 28 days from receipt of original complaint.

WHO TO CONTACT TO MAKE A COMPLAINT?

You can liaise with one of our Customer Experience Representatives in the first instance to try and resolve your complaint over the telephone.

WHAT WILL WE DO TO INVESTIGATE?

We will give an initial response to your complaint within two working days. If the matter is urgent, we will respond more quickly. We will investigate your complaint fairly. This means that we will discuss the complaint with all of the relevant people in order to gather any information that may be relevant to handling your complaint.

Sometimes we will ask to show copies of information from the investigation to other people to allow them to respond. This is because we believe in fairness and openness. We will not share information if we think that this will breach Data Protection.

HOW WILL I KNOW WHAT IS HAPPENING?

All complaints are acknowledged on receipt, a complaint reference number is issued and an internal record of complaint form is raised.
If required you will be given the details of a person who will be dealing with the complaint. That person will make sure that you understand the process, and will help to answer any questions or concerns that you have.

You will be given an update on the progress of your complaint via your preferred method of communication. If there are delays in handling your complaint for any reason, we will keep you informed.

If a complaint remains unresolved after two weeks, we will advise the complainant to the circumstances why.

If a complaint remains unresolved after four weeks, we will advise the complainant of the circumstances why. A final response will be issued in all circumstances within eight weeks.

WHAT ARE THE POSSIBLE OUTCOMES OR RESULTS OF MY COMPLAINT?

In many cases, we are able to resolve problems informally.

If a formal response is required, the decision on the outcome is final and there is no right of appeal.


QUESTIONS OR QUERIES ABOUT THIS POLICY

If you have a general query about this complaints policy, you should speak to the following person.

Address: Operations Director
Busy Bees Benefits Limited
Latchford House
Shenstone Business Park
Lynn Lane
Shenstone
Staffordshire
WS14 0SB
Phone: 0330 333 9100
Email: customerexperience@busybeesbenefits.com