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Complaints Policy 



Name: Victoria Stott– Officer Manager

Telephone: 033000 52250



Address: 4th Floor,113-115 George Street, Edinburgh, EH2 4JN





At MACKENZIE AND MONCUR LIMITED, we believe that if a customer wishes to file a complaint or express dissatisfaction, it should be easy for them to do so. 

It is MACKENZIE AND MONCUR LIMITED policy to receive complaints and consider them as an opportunity to learn, adapt, improve, and provide a better service.

In addition, a quick resolution of a complaint, in a way that respects and values the person’s feedback, can be one of the most important factors in recovering the persons confidence in our products and services.  It can also help prevent further escalation of the complaint.  A responsive, efficient, and fair complaint management procedure can assist us to achieve this on each complaint.

The purpose of this policy is to ensure that complaints are dealt with consistently and properly and that all comments and complaints are taken seriously.  This organisation expects staff at all levels to be committed to fair, effective and efficient complaint handling.

To ensure that MACKENZIE AND MONCUR LIMITED can learn from its complaints, the following data should be provided in order to guarantee that customers' complaints can be reviewed and assessed:

  • Your name, address and contact details of complainant

  • Your name and role of the person internally dealing with the complaint

  • The dates on which the complaint was received and on which it was responded to

  • The nature of the complaint

  • The outcome of the complaint

  • How the complaint is being sent 

  • Within Our time of receiving the complaint an attachment regarding the action that will be considered to resolve the customers complaints.

 It is important that complaints information is reported and considered on a regular basis and shared at all levels with MACKENZIE AND MONCUR LIMITED.

 The following methods will be used to report complaints information:

  • A weekly report to the management

  • A monthly overview report compiled by the management team

  • A 6-monthly report to show the data, causes and actions taken to avoid these complaints in the future.

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