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ASL CUSTOMER PORTAL
ASL CUSTOMER PORTAL

Complaints Handling Policy

Our complaints policy

We are committed to providing a high level of service to all our customers. We hope that you don’t have the need to complain about any aspect of our services, however, if there is something we need to address, in the first instance please contact Customer Services by emailing Servicecentre@asl-group.co.uk. Our hard-working team work Monday – Friday 8.30 to 17.30 and will respond with a resolution.

To escalate a complaint please email Complaints@asl-group.co.uk with the following information –

  • Account number
  • Contact name and details
  • Details of your complaint
  • Your resolution requirements

Once received, you will receive a ticket number and acknowledgement from our email system to let you know we are looking into to your issue. This number is your reference to the complaint logged.

We endeavour to get any complaints closed and resolved within 7 working days, or sooner, depending on the nature of the issue. There may be times where we need to do some further investigating, and it may take longer but we will keep you updated when this occurs.

We will consider your complaint resolved if we do not hear from you within 28 days of the complaint resolution being agreed. Any complaint made after this time will be considered a new complaint.

Regulatory and Legal Requirements The FCA’s rules set out detailed regulatory requirements relating to the management of complaints and its principles for business require firms to conduct their business with skill, care, integrity and diligence, treat customer fairy and ensure there are no barriers to people being able to complain.
Key Controls and Process

A regular complaints related monitoring report will be provided to the Board

  • Complaints acknowledges and recorded upon receipt
  • Complaints resolved within time frames
  • Complaints Summary

Complaints found to be in breach of procedures will have follow up actions which may entails any or all the following

  • Coaching Sessions with Staff member
  • Follow up interaction with customer
  • Training sessions with Staff members
  • Disciplinary Session with Staff member
  • Procedural changes if necessary
Monitoring and Testing

Regularly reviews typically quarterly, ensuring complaints are dealt with promptly, that root causes of complaints are undertaken so that the causes of the complaints are addressed systematically and holistically, and reporting is accurate.

Mandy Dunn
Chief of Staff

complaints@asl-group.co.uk