Complaints shall be made in writing to Viking Arms Ltd, Summerbridge, Harrogate, North Yorkshire HG3 4BW, or by email to firstname.lastname@example.org. In order to be able to deal effectively with a complaint the complainant must include their full contact details. Should we receive an anonymous complaint we will pursue it as far as is reasonably practicable, but may not be able to fully conclude if communication cannot be established between ourselves and the complainant. When making a complaint please state clearly the full nature of the complaint. Remember we can only investigate FACTS!
Receiving a Complaint
Upon receipt of a complaint Viking Arms Ltd shall record the following details:
- Name of complainant
- Address (in order that we can respond)
- Date of complaint
- Certification number if an existing client
- Description of the complaint
We shall send you a written acknowledgement within 28 days confirming that we have received your complaint. Investigating a Complaint
Full details of all complaints shall be forwarded to a member of the Viking Arms management team, who shall carry out a full investigation into the matter in order to:
- Establish if the allegations are true
- Establish the cause
- Identify any personnel involved
- Identify the contributory factors
- Identify any trends
- Notify the Managing Director as to the nature of the complaint
- Provide the Head of Compliancy with a record of all details and outcome of the complaint.
If the complaint is not justified the complainant shall be informed and given the reasons why it is not justified.
If the complaint is justified the Managing Director shall instigate corrective action to the satisfaction of the complainant. The complainant shall be informed of the outcome.
Justified : A complaint that is ‘justified’ is a complaint that Viking Arms have accepted in either full or in part.
Not justified : A ‘not justified’ complaint is a complaint that upon investigation cannot be attributed to the activities of Viking Arms and therefore is not accepted in either part of full by Viking Arms.
If the complaint is not resolved after 28 days a further letter shall be issued to the complainant assuring them that the complaint is still under investigation.