Call us on your landline or mobile: 0333 443 2141

Complaints Policy and Procedure

Our Promise

Our complaints procedure is designed to ensure that each complaint is dealt with fairly and promptly.

We will endeavour, wherever possible, to resolve any complaint to your satisfaction at the time we are made aware. If we are unable to resolve your complaint straight away, we will send you an acknowledgement letter within 5 working days of the complaint being received.

We are committed to resolving complaints as soon as possible and in any case, if after a 4-week period we are still not in a position to respond to you with either:

a) A final response, or

b) A holding response, which will explain why we are not in a position to resolve the complaint.

We will also inform you when we will make further contact regarding your complaint.

In any case, after an 8-week period after receipt of your complaint, we will write to you with either:

a) A final response

b) A response which

i. Explains that we are still not in a position to give you a final response. We will also give you time frames as to when we feel we will be able to provide a response; and

ii. informs you of your right to refer your complaint to the Legal Ombudsman

a. Phone: 0300 555 0333 between 08:30 & 17:30
b. Email: cmc@legalombudsman.org.uk
c. Post: Legal Ombudsman, PO Box 6804, Wolverhampton, WV1 9WG
d. Web: www.legalombudsman.org.uk/cmc

The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint.

[FULL COMPANY NAME] Contact Information

ACH Group Management Limited
Complaints Manager: Noreen Akhtar
Part Ground Floor
Building 8 Exchange Quay
Salford Quays
Manchester
M5 3EJ

Email Address: NAkhtar@achgroup.co.uk
Contact Number: 0161 877 6333
Company Number: 06962193
CRM: 21218