1. Publicised Contact Details for Complaints

Complaints can be submitted using the following methods:

• By post: Hugh Rice, Unit 5-6, St Stephens Shopping Centre, Hull, HU2 8LN
• By email: [email protected]
• By phone: 01482 329449
• In person: To any member of staff at the address above.

2. Receiving Complaints

Complaints may be received via the official contact channels above or through other means such as social media or direct communication.

The individual receiving the complaint—whether by phone, email, social media or in person—should:

• Record the facts of the complaint clearly and accurately.
• Request and record the complainant’s name, contact details, and their relationship to Hugh Rice Limited.
• Advise the complainant that the organisation has a formal Complaints Handling Procedure.
• Explain what the complainant can expect next and the anticipated timeline.
• Where appropriate, encourage the complainant to submit the complaint in writing (by post or email) in their own words for clarity and completeness.

All complaints must be treated with confidentiality, in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

3. Resolving Complaints

Stage One – Initial Resolution

Where possible, complaints should be resolved informally by the staff member responsible for the matter. If they can resolve the issue swiftly and appropriately, they should do so and then report the details to the designated Complaints Manager within five business days.

If the complaint is not resolved immediately:

• The complaint will be formally logged by the Complaints Manager or delegated staff member.
• A suitable person will be assigned to investigate and respond.
• If the complaint involves a specific individual, they will be notified and given an opportunity to respond fairly.

An acknowledgement of the complaint will be sent to the complainant within five working days, including:

• The name and contact details of the person handling the complaint.
• A copy of this Complaints Procedure.
• An estimated timeframe for a full response.

A full response should be issued within 20 working days where possible. If more time is needed, the complainant will receive a progress update and a new estimated completion date.

The response will:

• Summarise the investigation conducted.
• State whether the complaint is upheld, partially upheld, or not upheld.
• Detail any corrective actions taken or planned.

Stage Two – Internal Review

If the complainant is dissatisfied with the Stage One outcome, they may request a formal review.

• The complaint will be escalated to a director of the business.
• An acknowledgement will be issued within five working days, confirming who will manage the review and anticipated timelines.

The review may include:

• Re-examining all documentation and correspondence.
• Consulting with individuals involved in the Stage One process.
• Speaking directly with the complainant, if necessary.

A final response will typically be issued within 20 working days. If delayed, a progress update will be provided.

The response will include:

• Findings of the internal review.
• Whether the complaint has been upheld or not.
• Any actions taken or further steps to be implemented.

This response will mark the conclusion of the internal process, unless it is decided that further external resolution is appropriate.

 

4. External Review

If the complainant is still dissatisfied after internal procedures have been exhausted, they may refer their complaint to an appropriate Alternative Dispute Resolution (ADR) body or Ombudsman.

• For retail or consumer services, this may be the Financial Ombudsman Service (FOS): https://www.financial-ombudsman.org.uk
• [Insert details of any sector-specific ADR scheme or trade association, if applicable]

ADR is a voluntary process and must be initiated within 12 months of the final internal decision.

 

5. Variation of the Procedure

In certain cases, the procedure may be adapted at the discretion of the Directors for example to avoid conflicts of interest. Any changes will remain consistent with the principles of fairness, transparency, and data protection law.

 

6. Monitoring and Learning

• All complaints are logged and retained securely in compliance with UK GDPR.
• Complaints are reviewed annually to identify patterns and implement service improvements.
• Lessons learned are communicated internally to support ongoing training and performance management.