kwh services client complaints policy
Introduction:
David R. King (trading as KWH Services) “KWH Services” is dedicated to providing excellent customer service to all clients and their advisors.
· David R. King is a holder of a Class G Trust and Company Business Licence granted by the Jersey Financial Services Commission.
· David R. King is a Fellow of the Institute of Chartered Accountants in England and Wales.
· KWH Services is a registered business name under the Registration of Business Names (Jersey) Law 1956
This is the Complaints Policy of KWH Services, and it is to ensure all Complaints are handled as efficiently and effectively as possible.
When you are a client of KWH Services (“a Client”) you are entitled to make a Complaint to us, should the need arise. The following outlines our policy and procedures for the handling of Complaints which should be in written form. A Complaint (“Complaint”) will be subject to this policy when submitted in writing to KWH Services.
Summary:
It is intended that your Complaint will be resolved as quickly as possible. This policy is intended:
• To provide an efficient, fair and structured mechanism for handling Complaints.
• To provide Clients with access to a Complaints handling process.
• To keep Clients informed as to the progress of their Complaint and the expected timeframe for resolution.
• Upon receiving a Complaint, KWH Services will acknowledge your matter via telephone or in writing within 2 business days.
• KWH Services will keep you informed of the progress of your Complaint, proposed actions and the expected timeframe for resolution.
• Our aim is to resolve Complaints in a timely manner and KWH Services will generally resolve a matter within 30 calendar days.
• Complex Complaints may take longer than 30 calendar days to resolve. In these cases, KWH Services will regularly update you on the progress and likely timeframe for resolution.
• KWH Services will advise you of the outcome of your Complaint and will advise you in writing.
Step One:
If you have an issue regarding any aspect of KWH Services’ services or delivery you are urged to discuss this matter with David R. King prior to documenting the matter and submitting a Complaint. The objective is to resolve the matter during your first contact.
You may appoint an authorised representative or an advocate to interact with KWH Services on your behalf.
You can also make a Complaint by using any of the other contact methods on our KWH Services website, or please ask us if there is any other method you would like to use to send a Complaint to us.
Contact Details
Email: David R. King
Phone: +44 7700 743557
Website: www.kwhservices.com
Step Two:
After a Complaint is made, if it is not immediately resolved, KWH Services may need to investigate it. This process may take 15 Business Days, or longer (in which case KWH Services will update you with a reason for the delay and the expected timeframe).
Step Three:
When your Complaint is resolved, KWH Services will confirm this with you within 10 business days.
If your Complaint is not resolved to your satisfaction, and depending on the nature of your Complaint, you may refer your Complaint to the following outside bodies:
Jersey Financial Services Commission
PO Box 267
14-18 Castle Street
St Helier
Jersey JE4 8TP
Channel Islands
Institute of Chartered Accountants in England and Wales
Chartered Accountants’ Hall
Moorgate Place
London EC2R 6EA
UK