Ross and Roberts Ltd - Civil Enforcement Agents

Company Policies

• Code of Practice
• Data Protection
• Customer Care
• Health and Safety
• Complaints Procedure
• Equal Opportunities & Diversity Policy
• Race Equality Policy
• Environmental Policy
• Insurance Policies
• Recycling

Complaints Procedure

All complaints received, whether in writing or by telephone, will in the first instance be dealt with by the relevant client administrator.

Telephone Complaints

• The initial telephone contact will be with the client administrator. In all instances where the client administrator is unable to deal with the matter, the complainant will be passed to the Office Manager.
• At all times the complainant will be provided the opportunity to speak to the Contracts Manager should they so desire.
• In all cases the procedures will then relate to the written complaints as detailed below.

Written Complaints

• The complaint will be registered and allocated the next sequential complaint number.
• An initial acknowledgement letter will be issued within two days informing the complainant that an investigative procedure is taking place and that a formal response to the complaint will be sent within 10 working days.
• The client administrator will investigate and research the complaint for all relevant information and data. Within three working days the complaint and supporting information will be forwarded to the Complaints Officer, for a formal response to be prepared.
• If, after due consideration and in the opinion of the Complaints Officer, the complaint is warranted or of a serious nature, the complaint will be passed to a Company Director/Managing Director for resolution.
• If the nature of the complaint constitutes gross misconduct, the member of staff may be placed on suspension with full pay until the matter has been fully investigated.
• In all cases the Complaints Officer will formally respond within the stipulated time constraints.
• The Client will be both informed and forwarded copies of all relevant correspondence together with a written report within three working days of the complaint being received.
• The Client will receive a copy of all complaints that require more serious consideration than is normally required within 24 hours of the complaint being made.

Other Applicable Policies and Procedures

• Ross and Roberts are Corporate Members of the Enforcement Services Association and adhere to the ESA's Code of Practice. Ross and Roberts are also Full Members of the Association of Civil Enforcement Agencies. The complaints procedures offered by the Association of Civil Enforcement Agencies provides further redress for the complainant should they be dissatisfied with the outcome of our investigation into the complaint. The complainant will have access to an independent panel whose decision will be binding on this Company. On request, Ross and Roberts will provide any person or organisation with the full name, address and telephone number of the Association in order to make a complaint or for any other specific reason.
• Ross and Roberts Policy and Procedure on "Grievance/Complaint/Representation made by a person or persons external to the Company"