DIRECTORS UK LIMITED operates a complaints procedure and if we are unable to resolve a complaint to your satisfaction, the procedure also provides for an independent review of your complaint.
If you are not satisfied with the service you have received from us, we want to hear from you. Please follow the complaints procedure set out below, which is also available on our website.
Membership Complaints Procedure
Internal Procedure – escalation process
We aim to rectify errors and resolve confusion as soon as possible. If you think there has been an error or we have dealt with things incorrectly please contact us by post or email. Address your communication to firstname.lastname@example.org or write to the Complaints Officer at DIRECTORS UK LIMITED, Inigo Place, 31 & 32 Bedford Street, London WC2E 9ED.
If you are dissatisfied with the response or service you have received from us, you should follow our complaints procedure. We take all complaints very seriously and the procedure should be used if you believe that DIRECTORS UK LTD;
-has not complied with its stated service standards
-has not applied its stated policy
-has not applied a provision of the Code of Practice and/or our Complaints Procedure
-has not followed due process in setting a policy and this has adversely affected the administration of your rights
-has not complied with a provision of your membership agreement
We will acknowledge your complaint on receipt. We will investigate and send you a full written response within ten working days of receiving your complaint.
Step 2: If you remain dissatisfied with our response to your complaint, you should write to Chief Executive at the same address stating your reasons. The Chief Executive will write to you within ten working days of receiving your reasons, and will either;
-Confirm or vary the earlier decision or
-Advise you of any further actions being taken regarding your complaint and the associated timescales.
Step 3: In the event that you are still dissatisfied with our response to your complaint, please let us know so that we can refer the matter to either our Distribution Committee, in the event that a complaint is regarding our distribution scheme, or our Board of Directors who will investigate the matter further, and respond to you within thirty working days of receiving your complaint.
Independent/external review of unresolved complaints
If you are not is not satisfied with the decision of our Board of Directors you may within thirty days refer your complaint to an independent arbitrator agreed between yourself and Directors UK. If the appointment of an arbitrator cannot be agreed upon then the complaint shall be adjudicated by a person nominated by the President of the Law Society and whose decision shall be final and binding.
In the case of any dispute between yourself and any other member of Directors UK ,Directors UK shall endeavour to maintain an impartial position and shall provide such assistance if necessary for the satisfactory settlement of such dispute . During such a dispute Directors UK shall be entitled to suspend any payment of any fees due to yourself or the Member
About the DIRECTORS UK LIMITED Code of Practice
This Code of Practice relates to membership and collection activities of DIRECTORS UK LIMITED. The purpose of code is to raise standards of conduct of our dealings with members.
We have put in place steps to monitor our adherence to and your satisfaction with Code and will publish information about our performance against the Code at regular intervals. The Code is reviewed annually in conjunction with Board.
This Code is a voluntary code and does not form part of our membership agreement with you. The service standards and other services that are referred to in the Code may from time to time be varied by DIRECTORS UK LIMITED in accordance with the terms of our membership agreement.