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Complaints procedure for non-regulated complaints 

At Citygate we are committed to providing a high standard of service to our all our customers. However, we recognise that there may be occasions where our service falls short of expectations. This complaints procedure is designed to provide a clear and fair process for addressing complaints that do not fall under the scope of non-regulated complaints. We are committed to ensuring that all complaints are handled promptly, transparently, and effectively.

What Products and Services are covered by this procedure?

A non-regulated complaint refers to any concern or dissatisfaction raised by a customer, client, or stakeholder that is outside the remit of formal regulatory frameworks or bodies. This could include matters related to general service delivery, internal processes, or other areas not governed by a specific regulatory authority.

Non-Regulated Complaints

How to make a complaint

The easiest way to send a complaint is by using this online compliant form

Please provide the following details when making a complaint:

  • Your name and contact details.
  • A clear description of the issue, including relevant dates and times.
  • Any supporting documents or evidence.
  • The outcome or resolution you are seeking (if applicable).

 

Complaints Handling Process

Step 1: Acknowledgement

  • We will acknowledge receipt of your complaint within 3 working days.
  • You will be informed of the individual handling your complaint and the estimated timeframe for resolution.

Step 2: Investigation

  • Your complaint will be investigated thoroughly by a designated team member or department.
  • This may involve gathering additional information from you or other relevant parties.
  • The investigation process will be completed within 10 working days, where possible.

Step 3: Response

  • Upon completing the investigation, we will provide you with a written response outlining:
    • The findings of the investigation.
    • Any actions we have taken or will take to address the issue.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you can request a review. This must be submitted within 14 days of receiving our response. The review will be conducted by a member of the Senior Management Team, who will aim to provide a final decision within 10 working days.

Alternative Dispute Resolution (ADR)

While non-regulated complaints are not governed by a formal regulatory body, if you are not satisfied with the outcome of your complaint, we are subscribed to The Motor Codes Advisory and Conciliation Service, which offers free impartial advice and, when appropriate, an Alternative Dispute Resolution (ADR) service that we are fully committed to.   For further information you can visit their website at http://adr.motorcodes.co.uk  or call their Consumer Advice Line: 020 7344 1651.

Record Keeping

We will keep a record of your complaint, the investigation, and any actions taken for a period of 6 years. These records will be used for internal monitoring and to improve our processes.

Confidentiality

All complaints will be handled in accordance with our privacy policy and data protection obligations. Your information will only be shared with individuals or organisations necessary for resolving your complaint.

This procedure ensures clarity and fairness while complying with UK standards for non-regulated complaints.