Customer Service Policy
Statement of Purpose
London Rebuilding Society goal is:
- to provide fair and equitable financial solutions for London’s communities
- channel investment into communities struggling to access finance from conventional sources
- London Rebuilding Society activities in pursuit of this goal involve:
- making loan finance to borrowers
- raising capital equity through share issue
- providing capacity development training to community groups
We will endeavour to operate, in our service delivery, a culture of openness and fairness to investors, borrowers and all stakeholders.
If, however, you are unhappy with the service you have received from London Rebuilding Society, you are entitled to make a complaint, have it considered, and receive a response.
Complaints Procedure
You can make a complaint in writing, by fax, by e-mail, by telephone or in person.
If you are faxing or e-mailing your complaint, please provide your telephone number if a response by telephone would be convenient. If you are e-mailing, please state if a reply by e-mail is required and, if not, please provide a full postal address.
It is important, when submitting a complaint that you provide the following information:
- your full name and address
- telephone number and contact point
- a detailed description of the complaint
Each complaint submitted would be dealt with equally.
You may submit a complaint by utilising one of the following means:
- Personally by calling at our office, 1st Floor, 9 Bonhill Street, London EC2A 4PE. You will be referred to the Business Resources Manager who will receive your complaint.
- By Telephone by calling our main line 020 7682 1666. The Administrator will assist you and transfer your call accordingly.
- By e-mail to the Officer noted and send to complaints@londonrebuilding.com
Scope
This procedure can be used to complain about all aspects of London Rebuilding Society’s services to our stakeholders.
Everyone has the right to complain. Any customer or group, or someone acting for them, is entitled to complain in person, email or telephone.
Procedure
There are three ways to resolve complaints about services provided by the Society.
The procedure comprises 3 stages. The first stage allows for informal resolution and only where this has proved unsuccessful can stage 2 be invoked.
Step One: Informal
If you are unhappy with a service provided by the Society or a member of staff, the most practical solution is to talk to the person with whom you have had contact. They or their Manager may be able to resolve the problem there and then.
In order that your complaint is dealt with effectively and efficiently it must be drawn to the attention of the member of staff concerned as soon as possible and normally not later than 5 working days after the failure in service or the incident-giving rise to the complaint.
The complaint may be either oral or written and a written response should be made to you normally within 5 working days of receipt of complaint.
Step Two: Formal
In the event that you remain dissatisfied with the outcome of Stage one, you can put your complaint in writing, or ask someone to do it for you. You use the Complaints form, attached to this procedure, to detail your concerns and send it to the Business Resources Manager, who acts as complaint co-ordinator.
This form asks you to provide details of the complaint and of the attempts made to resolve it informally. The complaints form should be completed within 10 working days of the unsatisfactory outcome of Stage one and normally not later than 25 working days after the incident giving rise to the complaint. You should receive a written response within 15 working days and this should indicate what action has been taken or is proposed to resolve your complaint or, if your complaint is upheld, the reasons for that decision.
If we cannot do this in the time available, a written reply will be sent within the same timescale, giving an indication of progress and the likely date for a full reply.
Step Three:
If the problem has not been resolved to your satisfaction you may be entitled to put your complaint to the Chair of the Board of Directors.