Complaints Procedure

About our Complaints Procedure:
At Joint Equity we do our best to make sure that you don’t have any complaints about our activities or our processes. However, if you have a complaint to make, we have a procedure that we will follow to try and get your complaint resolved as effectively as possible.

Contact information for complaints:
We have a dedicated email address for complaints, which is: complaints@jointequity.co.uk. Please use this address when making a complaint with us.  Of course, any complaints received to all other Joint Equity email addresses will be treated with the same care and attention.

Complaints Procedure and the FCA:
Since 31st August 2010 the FCA requires all registered companies that received more than 500 complaints in the six month period to report their performance in handling the complaints. We have a special page for the latest information on the FCA Complaints Procedure here.

The Joint Equity Complaints Process:
On The Joint Equity Complaints Procedure is below and we report every Complaint and the action we have taken in our published KPIs. Published quarterly (Better than the FCA minimum)

STAGE 1 within 1 working day of complaint

All complaints should initially be directed to your personal Joint Equity Manager. All emails we send to you are from individual team members and all staff are trained in our customer care process. If you do not know who your personal manger is then use the general team email address partners@jointequity.co.uk and we will forward it to the right person for you. Your personal manager will try and resolve the problem immediately and will offer an explanation and a solution

STAGE 2 within 5 working days from complaint

If the issue cannot be resolved within 1 working day or to your satisfaction, your personal manager will continue to try and resolve the problem.

If within 5 working days we have not resolved the problem, we will:

  1. Explain why not
  2. Explain what we are doing
  3. Provide an estimate of the time it will take to resolve the problem
  4. Send a copy of this reply to the Joint Equity Complaints Officer, who is responsible to the Managing Director and the board for our complaints process and the resolution of your complaint.

If  you are unhappy with our response, you may escalate the complaint directly to the Complaints Officer through the dedicated complaints email: complaints@jointequity.co.uk

STAGE 3 within 10 working days from complaint

If the Complaints Officer and your personal Manager have not resolved the issue at the end of 5 further working days (10 working days from complaint) the Complaints Officer will;

  1. Explain why not
  2. Explain what we are doing
  3. Provide an estimate of the time to resolve the problem

At this point, the issue will be escalated to the Managing Director.

STAGE 4 within 15 working days from complaint

The Managing Director will write to you and

  1. Give you a final decision on your complaint
  2. Explain what we have done
  3. Explain what else we can do.

Provide any further relevant information

STAGE 5 On resolution of the issue

The Complaints Officer will circulate the details and circumstances of the complaint and the actions taken or required to resolve it to all staff.

The Complaints Officer will develop any Key Performance Indicators required to ensure that the resolution is being implemented.

The Complaints Officer will include the issue and resolution in the monthly Board report and in the central Joint Equity complaints file. Any information we publish or circulate for training purposes will not identify the complainant directly or indirectly.

How we administer the Complaints Procedure

Rights and responsibilities

We will:

  • Deal with all complaints within the time limits set out above
  • Make sure that we deal with all the points you raise
  • Ensure that our replies explain the outcomes clearly
  • Handle your complaint confidentially and only give people the information that is needed to carry out a proper investigation and make a full response
  • Keep records of complaints separate from other records
  • Make sure that no complaint you have made in good faith will be used to your disadvantage in the future; and
  • Always be polite

If you are making a complaint, you should:

  • Give us full details of your complaint
  • Provide as much supporting information as possible
  • Contact us as soon as you can
  • Always be polite please.  We will always do our best to help, but please remember our complaints team have feelings too.