Four Seasons Future Planning Ltd - Complaints Procedure

 1. Purpose 

At Four Seasons Future Planning Ltd, we are committed to delivering high-quality service and customer satisfaction. However, if any client feels that we have not met these standards, we encourage them to raise their concerns through our complaints procedure. This process helps us address issues effectively, learn from feedback and improve our services. 


2. Scope 

This procedure applies to all clients of Four Seasons Future Planning Ltd, covering complaints about our services, employees, policies or processes. 


3. Procedure 

Step 1: Initial Complaint Submission 

If you wish to make a complaint, please submit it to us through one of the following channels: 

  • Email: admin@fourseasonsplans.com 
  • Phone: 01476 850045 (Monday to Thursday, 9:00 am to 5:00 pm; Friday 9.00 to 3.00pm) 
  • Postal Mail: Admin Department, Four Seasons Future Planning Ltd, First Floor Offices, The Maltings, Wharf Road, Grantham, Lincolnshire, NG31 6BH 


To help us address your complaint efficiently, please include: 

  • Your full name and contact details 
  • A clear and detailed description of your complaint 
  • Any relevant dates, documentation, or people involved 


Step 2: Acknowledgement of Complaint 

Within 3 working days of receiving your complaint, we will: 

  • Acknowledge receipt of the complaint, confirming that we have started an investigation. 
  • Provide the name and contact information of the person who will handle your complaint. 
  • Outline the expected timeline for resolving your issue. 


Step 3: Investigation Process 

The complaints handler will: 

  • Review the details of your complaint. 
  • Conduct any necessary internal investigations. 
  • Contact you if more information is needed to resolve the issue. 


We aim to complete the investigation and provide a response within 14 working days. If the investigation requires more time, we will update you and provide a new estimated resolution date. 


Step 4: Resolution and Response 

Once the investigation is complete, we will: 

  • Inform you of the outcome, summarising the findings. 
  • If the complaint is upheld, explain the corrective actions we will take. 
  • If the complaint is not upheld, provide a clear explanation of our decision and any supporting evidence. 


We will provide the final response in writing, typically by email or letter, based on your preference. 


Step 5: Escalation 

If you are dissatisfied with our response, you may escalate the complaint by: 

  • Requesting a review by a senior manager within Four Seasons Future Planning Ltd. 
  • Submitting a written request for further review within 30 days of receiving our final response. 


A senior manager will then conduct an independent review and respond within 10 working days. 


Step 6: External Escalation (if applicable) 

If you are still unsatisfied with our resolution, you may contact an independent regulatory or advisory body, such as: 

  • The Society of Will Writers 
  • Citizens Advice Bureau (for general advice and guidance) 
  • Other relevant regulatory or advisory body applicable to our industry 


Details of any external body will be provided in our final response if escalation is applicable. 


4. Confidentiality 

All complaints are handled confidentially, in line with our privacy policy and data protection regulations. Only those directly involved in the investigation will have access to complaint details. 


5. Recording and Reporting 

To help improve our services, we maintain a log of all complaints received, including details, outcomes, and corrective actions taken. This log is reviewed periodically to identify areas for improvement. 


6. Contact Us 

For any questions about this complaints procedure or to submit a complaint, please contact us at admin@fourseasonsplans.com or call us on 01476 850045. 

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This procedure is available on Four Seasons Future Planning Ltd’s website and in printed form upon request.