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Complaints Policy

Complaints Policy

How to make a complaint

Fusion Assets is committed to carrying out its operational activity to the highest level.  We value complaints and use information from them to help us improve our performance.  If something goes wrong or you are dissatisfied with any aspect of our business, please tell us.  The information set out below describes the complaints procedure, and how to make a complaint.  It also tells you about our service standards and what you can expect from us.

What is a complaint?

We regard a complaint as an expression of dissatisfaction about our action or lack of action, or, about the standard of service provided.

You can complaint about things like:

  • Delays in responding to your enquiries and requests
  • Our standard of service
  • Our policy
  • Treatment by or attitude of a member of staff
  • Our failure to follow proper procedure

Your complaint may involve more than one area of our service or be about someone working on our behalf.

Is there any instances when I cannot complain?

Our complaints handling procedure cannot deal with the following instances:

  • Requests for compensation or insurance claims
  • Issues that are in court or have already been heard by a tribunal

Who can complain?

Anyone can make a complaint to us, including the representative of someone who is dissatisfied with any aspect of our operational activity.  Please also read the section ‘Getting help to make your complaint’.

How do I complain?

You can complain in person, at our office, by phone, in writing or by email.

It is usually easier for us to resolve complaints if you make them quickly and directly to us. So please talk to a member of our staff and they will try to resolve any problems on the spot.

When complaining, tell us:

  • Your full name and address
  • As much as you can about the complaint
  • What has gone wrong
  • How you want us to resolve the matter

Please contact us:

How long do I have to make a complaint?

Normally, you must make your complaint within six months of:

The event you want to complaint about, or
Finding out that you have reason to complain, but no longer than 12 months after the event itself

In exceptional circumstances, we may be able to accept a complaint after the timeline.  If you feel that the time limit should not apply to your complaint, please tell us why.

What happens when I have complained?

We will always tell you who is dealing with your complaint. Our complaints procedure has two stages:

Stage One: Frontline Resolution

We aim to resolve complaints quickly and close to where we provided the service.  This could mean an on-the-spot apology and explanation if something has clearly gone wrong, and the immediate action taken to resolve the problem.

We will give you our decision at stage one in five working days or less, unless there are exceptional circumstances.

If we cannot resolve your complaint at this stage, we will explain why and tell you what you can do next.  We might suggest that you take your complaint to stage two.  You may choose to do this immediately or sometime after you get our initial decision.

Stage two: Investigation

Stage two deals with two types of complaint: those that have not been resolved at stage one and those that are complex and require detailed investigation.

When using stage two we will:

  • Acknowledge receipt of your complaint within three working days
  • Give you a full response to the complaint as soon as possible and within 20 working days.

We may need to discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for.  If our investigation will take longer than 20 working days, we will tell you.  We will agree revised time limits with you and keep you updated on progress.

What can I do if I am dissatisfied with the decision?

After we have fully investigated, if you are still dissatisfied with our decision, or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it.

The SPSO cannot normally look at:

  • A complaint that has not completed our complaints procedure (so please make sure it has done so before contacting the SPSO)
  • Events that happened, or that you became aware of, more than a year ago
  • A matter that has been or is being considered in court

You can contact the SPSO:

  • In person at 4 Melville Street, Edinburgh EH3 7NS
  • By post to SPSO, Freepost EH641, Edinburgh EH3 0BR
  • By free phone on 0800 377 7330
  • At their website www.spso.org.uk