Complaints Policy

United Capital Group Limited is committed to providing a quality service to our customers. If you are not satisfied with the level of service you have received from us we would like you to tell us about it. All complaints are taken very seriously and any feedback is appreciated as it provides us with an opportunity to improve our standards. All complaints and feedback are referred on to the dedicated Quality Care team.

If you would like to make a formal written complaint, you can contact our Quality Care department via email or by post:

United Capital Group Limited, 450 Bath road, London, UB7 0EB, UK.

E: Info@Unitedcapitalgroup.eu

T: 0800 644 6764

Procedure

  1. We will send you written acknowledgement (email or letter), on receipt of your complaint within 15 working days. We will also inform you of the dedicated member of the Quality Care team who will be dealing with your complaint.
  1. We will then record your complaints in our central register and start to investigate on your behalf. This is likely to involve the following steps: 
  • Examining your record to ascertain the sequence of relevant events & related correspondence
  • Interviewing the relevant members of staff for clarification on the issue 
  • Liaising with senior management as appropriate
  1. We aim to acknowledge, fully investigate and duly resolve all complaints within 30 working days. All complaints must be made within 30 days from the date of transaction. Any complaints made after 30 days will not be considered.
  1. A full written response to your complaint will be drafted by the appointed member of the Quality Care team sent to you with supporting documentary evidence (if applicable). In addition, the Quality Care representative may escalate your concerns to the relevant Manager or Director who may wish to discuss the events surrounding your complaint directly with you.
  1. If you are not satisfied with the outcome, you can make a written request for escalation of your complaint. The investigation will be reviewed by the director himself, who will respond directly with his findings and conclusion.
  1. If you remain unsatisfied with the decision, you can contact the relevant industry trade association.