| “Black Cat Searching” is trading name of Start Foundations Ltd a company incorporated in England and Wales Number 046022495 Whose registered office is: |
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| 1 Stoney Croft, Coulsdon, Surrey. CR5 1RR |
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| We are registered for UK VAT: Number 871771792 |
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| Start Foundation has implemented a complaints handling procedure, in the unlikely event that you feel you have a grievance |
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| You can register a complaint via the following methods: |
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By letter addressed to: |
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"The Compliance Officer" at 1 Stoney Croft, Coulsdon, Surrey. CR5 1RR |
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Telephone to 01737558339 (please note, calls may be monitored and recorded) |
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By e-mail to complaints@blackcatsearching.com |
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| 2. |
Initially, complaints must be addressed to "The Compliance Officer" who will investigate the complaint (unless they are directly involved in the matter which is the subject of the complaint) in this instance the complaint will be referred to an officer of Black Cat Searching. |
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The Compliance Officer and each officer of Black Cat Searching has the authority to respond to complaints and offer redress where a complaint is upheld. |
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Black Cat Searching may reject a complaint that is made more than six months after the customer became aware of the cause of the complaint. |
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Black Cat Searching will send a written or electronic acknowledgement of a complaint within five working days of receipt, giving the name or job title of the individual handling the complaint for Black Cat Searching together with details of how the complaint will be investigated. |
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Black Cat Searching will, within four weeks of receiving a complaint, send the customer either: |
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A final decision; or |
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A holding response, which explains why it is not yet in a position to resolve the complaint and will indicate when it will make further contact (which will be within eight weeks of receipt of the complaint). | | | | |
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| 3. |
Black Cat Searching will, by the end of eight weeks after its receipt of a complaint, send the customer either: |
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Final decision; or a response which is: |
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A holding response, which explains why Black Cat Searching is not yet in a position to resolve the complaint and will indicate when it will make further contact (which will be within eight weeks of receipt of the original complaint). | | | |
