Complaints

We are committed to providing a high quality, accessible and responsive service to our members, stakeholders and the general public. One of the ways in which we can continue to improve our service to you and to others is by listening and responding to your comments and complaints.

We abide by the requirements of the Trust Deed and the Charity Commission.

We hope you will be fully satisfied with the products, services and advice we provide, but if you have a complaint about our service we want to hear from you. We will take your complaint seriously and will address it and respond to it as quickly as possible.

How to complain

There are two ways to get in touch:

• Send us an email at CharitableTrust@bandce.co.uk.
• Write to: Charitable Trust Manager, Building and Civil Engineering Charitable Trust, Manor Royal, Crawley, West Sussex RH10 9QP.

To help us investigate your complaint, please provide as much of the following information as possible when you contact us:

• Your full name, postal address, telephone number (including dialing code), and email address if you have one.
• A clear description of the complaint and what you would like us to do to sort things out. Please advise whether it is an original complaint, or a follow-up to a reply you were not satisfied with.

We aim to resolve your complaint immediately – if we can’t – we’ll write to you, and let you know how we’re investigating your concerns and how long we think this will take.

Our promise

We will acknowledge your complaint within five working days.

We hope to respond in full within this time, but if this is not possible we will explain why and give you a date by which you can expect a full reply.

We’ll write to you within eight weeks of receiving your complaint with either:

• a final response or
• if we still need more time, we’ll contact you and explain the reason for the delay, letting you know when you’ll receive a final reply
• if you haven’t received a final reply after eight weeks, you may be able to refer your complaint to the Charity Commission.

We’ll send you a final response:

• if we were at fault we may offer compensation or another form of redress
• if we reject your complaint we’ll give you a full explanation.

If you’re unhappy with our final response (or if we’ve been unable to resolve your complaint within eight weeks) and your complaint is regarding the Charitable Trust, you may obtain further information from:

The Charity Commission

Visit the government website who can provide further information on complaining about a charity.

Website: https://www.gov.uk/complain-about-charity

Our promise

If you’re not satisfied with our customer service or processes, we’ll listen and deal with your complaint fairly and promptly.

We’ll respond to your complaint within 3 working days after the date we receive it

If we can’t resolve your complaint on the day you first contact us to make your complaint, we’ll send you a written acknowledgement within 3 working days.

If we’re able to resolve your complaint within 3 working days, we’ll send you written confirmation of this giving you the right to escalate your complaint if you decide at a later date that you’re unhappy with our decision.

• Our team has the knowledge and skills needed to investigate and resolve your complaint.
• The person investigating won’t have been directly involved in the cause of your complaint.
• They’ll have the authority to settle your complaint (or have access to someone who does).
• They’ll keep in touch with you to update you on progress.

We’ll write to you within 8 weeks of receiving your complaint

We’ll either have a final response or if we still need more time, we’ll explain the reason for the delay, letting you know when you’ll receive a final response.

Our final response to you

If we were at fault, we’ll make every effort to put you in the position had the error not occurred and we may offer a form of compensation. Or if we reject your complaint, we’ll give you a full explanation.

If you’re unhappy with the outcome

If you’re unhappy with our final response (or if we’ve been unable to resolve your complaint within 8 weeks) and your complaint is regarding RapidCash, TUTMAN B&CE Contracted-out pension scheme, Term Assurance, Personal Accident or Employee Accident Cover from B&CE, you may have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do this within 6 months of our final response to your complaint.

If you don’t refer your complaint in time, the Ombudsman won’t have our permission to consider your complaint and will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was because of exceptional circumstances.

Financial Ombudsman Service

Financial Ombudsman Service
Exchange Tower
London                                                                      
E14 9SR                                                             

Phone: 0800 0234 567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

For more information on whether you can refer your complaint to the Financial Ombudsman Service and how they may be able to help you, visit Financial Ombudsman Service: ‘Want to take your complaint further?         

If you’re none of the above or are complaining on behalf of someone, please contact any of the organisations below.

MoneyHelper

An independent organisation that provides information and guidance to members of the public.

MoneyHelper
120 Holborn
London
EC1N 2TD
Phone:  0800 011 3797 

Website: www.moneyhelper.org.uk

The Pensions Ombudsman

An independent organisation set up by law to investigate complaints about pension administration. The Pensions Ombudsman will look at the facts without taking sides. They have the legal power to make decisions that are final, binding and enforceable.

The Pensions Ombudsman
10 South Colonnade
London
E14 4PU
Phone:  0207 630 2200

Website: www.pensions-ombudsman.org.uk/making-complaint

The Pensions Regulator

The UK regulator for work-based pension schemes. They have wide-ranging powers and are able to intervene in the running of pension schemes where trustees, employers or professional advisers fail in their duties.

The Pensions Regulator
Telecom House
125-135 Preston Road
Brighton
BN1 6AF

Phone: 0345 600 1011

Website: www.thepensionsregulator.gov.uk

If you would like to see data on our previous complaints then go to our People’s Partnership complaints data page.