Complaints Policy

Amicus ITS Limited is committed to providing the highest levels of service, working in an open and accountable way that builds trust and respect of all our customers. One of the ways in which we can continually improve our products and services is by listening, and responding, to the views of our customers and other interested parties, and in particular by positive response to complaints, and putting mistakes right.

Amicus ITS Limited aims to ensure:

• making a complaint is as easy as possible;
• it treats any complaint as a clear expression of dissatisfaction with our service which calls for immediate attention;
• it deals with it promptly, politely and with appropriate confidentiality;
• it learns from complaints, using them to improve our performance;
• it responds in the right way, with clear explanations; an apology where we have got things wrong and information of any actions taken or proposed;
• it reviews its complaints policy and internal procedures for suitability and appropriateness to the business and the needs of its stakeholders

Over time, many concerns will be raised informally, and dealt with quickly and our corresponding aims are to:

• resolve informal concerns quickly;
• keep matters low-key;
• enable appropriate channels of mediation.

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed. Amicus ITS Limited defines a complaint as 'any expression of dissatisfaction with Amicus ITS Limited, its services, staff or contracted third parties, which relate to Amicus ITS Limited, and requires a formal response'.

A formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and, wherever possible, resolved to the complainant's satisfaction.

Responsibility and authority for complains handling is communicated throughout Amicus ITS Limited and documented procedures ensure that:

• formal complaints are acknowledged, promptly, in writing;
• responses are issued within a stated period of time;
• dealings with the complainant are handled reasonably and sensitively;
• corrective and preventive actions are initiated where appropriate.

To help achieve this, Amicus ITS Limited asks complainants to:

• bring their complaint, in writing, to the company’s attention as soon as practical after the issue arising;
• raise concerns promptly and directly with their designated customer representatives;
• explain the problem as clearly and as fully as possible, including any action taken to date;
• allow Amicus ITS Limited a reasonable time to deal with the matter;
• and recognize, that in some situations, circumstances may be beyond Amicus ITS Limited’s direct control.

Amicus ITS Limited will make every attempt to ensure that both the complainant and Amicus ITS Limited maintain confidentiality. However each complaint will be judged on its own merit and exceptional circumstances may mean that some form, or level, of disclosure is required. Should this be the case, the situation will be explained to the complainant.

Records of complaints, the results and details of actions taken, form part of measurement and monitoring used by Amicus ITS Limited in its programme of Management Review.

Complaint Handling Process

If you are unable to resolve the issue informally, write to the member of staff who dealt with you, or the manager of the department. Set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged within 24 hours of receipt and registration. Response times are calculated to take into consideration measures of impact and urgency. The acknowledgment will specify the timetable for a response and an explanation and no later than 10 business days.

Amicus ITS Limited’s aim is to resolve all matters, satisfactorily, as quickly as possible. However, inevitably some issues will be more complex than others and require longer for full investigation. Amicus ITS Limited may need more information and discussion with you before establishing a date for a full response. Consequently timescales given for handling and responding to complaints must be considered indicative to a reasonable extent. If a matter does require more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

If you are unsure which member of Amicus ITS Limited staff to write to, your complaint should be sent to the Director of Managed Service.

Our address details are shown in the Contact Us page of this website.

If you are not satisfied with the initial response to the complaint then you can write to the Director of Managed Service, within 14 days, and ask that your complaint and the response to be reviewed. You can expect the Director of Managed Service of a nominated deputy to acknowledge your request within 4 working days of receipt and a response within 15 business days.

If you are not satisfied with the initial response to the complaint then you can write to the Director of Managed Service, within 14 days, and ask that your complaint and the response to be reviewed. You can expect the Director of Managed Service or a nominated deputy to acknowledge your request within 4 working days of receipt and a response within 15 business days.

The Managing Director, or nominated deputy from Amicus ITS Limited’s top management, will respond normally within 15 business days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.