We at UCA are committed to providing a quality service to our Customers and work in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of customers and in particular by responding positively to complaints.
Therefore we aim to ensure that:
UCA is committed to provide a high standard of client service and to maintain our reputation for honesty and integrity. We believe that complaint resolution is important, and it is incumbent upon us to respond to complaints promptly, accurately, and with the utmost courtesy. We will provide our clients with accessible means with which to communicate their complaint, and will employ our best efforts to respond and resolve where possible. All complaints and personal information collected will be handled in a timely, professional, and confidential manner.
If a complaint cannot be resolved immediately at the first point of contact, we will strive to acknowledge complaints within three business days, and respond with our findings within ten business days.
The company has nominated a Complaint Officer to take responsibility for ensuring compliance with the arrangements and to ensure that action is taken in light of the outcome of any complaint investigation.