Complaints

Our complaints policy is designed to ensure that all complaints are handled promptly, fairly, and in accordance with our commitment to continuous improvement.

This policy applies to all ESA Risk clients, the customers of our clients, subjects of ESA Risk cases, and any other interested parties.

The aims of this policy are to:

• Provide a clear and fair procedure for anyone who wishes to make a complaint about ESA Risk Ltd (‘ESA Risk’), our services, our customer service, or about our employees, agents or subcontractors.
• Ensure that everyone working for or with ESA Risk knows how to handle complaints.
• Ensure that all complaints are handled equally and in a fair and timely manner.
• Ensure that important information is gathered from complaints and used in the future to make improvements to the ESA Risk business and avoid such a situation arising again.

We adhere to the following guidelines to address and resolve any complaints effectively:

1. Acknowledgement of complaints

Any complaint received by ESA Risk shall be acknowledged within 2 working days. We understand the importance of acknowledging and addressing concerns in a timely manner.

2. Initial review and validity determination

Upon receipt of a complaint, an initial review will take place to determine its validity. If the complaint is not upheld, you will be informed in writing, detailing the reasons for this determination.

3. Upheld complaints

Upheld complaints will be carefully considered and recorded on an Improvement Report. This report will document the eventual solution to address the complaint effectively.

4. Outcome communication

Once the complaint is thoroughly reviewed and a solution is determined, we will inform you of the outcome. Additionally, we will communicate to you specific actions to rectify the problem and prevent recurrence, where applicable.

Procedure for handling complaints

• The first point of contact for a complainant will be a member of the Operations Team at ESA Risk, as this team manages the day-to-day running of our cases. This team is well-equipped to handle and address most complaints effectively. We aim to resolve complaints at this level within 10 working days.
• Complaints that cannot be resolved by the Operations Team in 10 working days, or appeals against complaint resolutions from the Operations Team, will be escalated to the Client Services Team. This escalation ensures that senior and experienced staff focused on customer service and compliance are involved in more complex or sensitive complaints, ensuring a thorough and fair resolution process. We aim to resolve complaints at this level within 20 working days.
• Complaints that require further escalation beyond the Client Services Team (in cases where a complaint cannot be resolved within 20 working days or where the resolution at this level has been appealed) will be referred to the CEO. This escalation process guarantees that any complaint, regardless of its complexity, receives the attention and consideration it deserves at the highest level.

Our stance on quality improvement

At ESA Risk, we are committed to continuously improving our services and procedures. We view complaints as opportunities to identify areas for improvement and strive to ensure that every complaint is thoroughly addressed and resolved with the aim of enhancing our overall quality of service.

This policy is reflective of our dedication to providing a transparent and accountable process for addressing complaints and our ongoing commitment to delivering exceptional service at ESA Risk.

For any complaints or concerns, please contact our Operations Team on +44 (0)1233 554386 (calls are answered Monday to Friday, 9.00 to 17.30)* or at complaints@esarisk.com (monitored 7 days a week). Complaints can also be sent to Operations Director, ESA Risk, Discovery Park, Ramsgate Road, Sandwich, Kent, CT13 9FF. The team will ensure that your issue is handled with the utmost care and attention.

*Calls are charged local rate from landlines and mobiles. Calls to our telephone numbers are routinely recorded for quality monitoring purposes.

Please provide the following information to help us respond to you as quickly as possible:

• Your full name.
• Your date of birth.
• Your full address.
• Your telephone number.
• Case ID / reference number (if applicable).

Confidentiality

All complaints and related information are treated with the utmost confidence. Such information will only be shared with those employees, agents or subcontractors of ESA Risk who need to know the details in order to handle your complaint.

In some cases, where we are acting on behalf of our client, details of your complaint may be shared with that client, in order to resolve the matter and/or as part of a contractual obligation.

We appreciate your feedback and the opportunity to enhance our services.

 

Issue No: 1
Issue Date: 28/07/2024