1. Upon receiving written notification from a client of a complaint we will acknowledge receipt of the complaint in writing, and we will reply within 10 business days. (If the complaint is received verbally a request will be made to the client for them to formalize their complaint in writing).  
  1. The complaint will be investigated, and a reply will be sent to the client as soon as possible (but no later than 10 business days) to let them know what we are doing about their complaint. We will assess each complaint in terms of criteria such as severity, safety implication, complexity, impact and the need and possibility of immediate action.  This will determine the best person to deal with the matter.  In most cases we would expect that the Practice Manger would be the best person to handle complaints in the first instance. 
  1. Following an investigation we will offer a response, correct the problem and put procedures in place to prevent if happening in the future. If we cannot immediately resolve the complaint, then we will deal with it in such a way as to resolve the complaint as quickly as possible.
  1. We will keep the client fully informed about what we intend to do about the complaint and seek comment from them as to whether or not this will resolve the matter to their satisfaction. If they are happy with the action that we are considering it will be effected and communicated to the client in writing immediately. 
  1. If the client is not satisfied with our intended method of resolving the complaint, we will forward the complaint to the Director for review and if necessary, a revised decision. 
  1. All details of the complaint and action taken will be kept in chronological order in our internal complaints file within our client management system. Dates and action taken, along with correspondence, phone calls etc will all be recorded in this file and at the conclusion of the complaint a copy will be sent to the clients individual client file. 
  1. If we are unable to resolve the complaint to the clients satisfaction, we will advise them that:
    1. ‘Deadlock’ has been reached
    2. About the existence of the Insurance and Financial Services Ombudsman (IFSO) scheme
    3. That the IFSO can only consider a complaint if it is referred to the IFSO within two months of the date on which Deadlock is advised by Brave Day Limited or Brave Day General Limited.