At BeeConnect we always aim to provide a high standard of service at all time. Our customers views are important to us and help to ensure our services are consistently meeting the required standards. If you are unhappy with any of our services, it is important that you let us know.
Making a Suggestion
If you would feel more comfortable about suggesting improvements rather than complaining formally, anyone receiving our services, may make a suggestion in writing via email to the addresses below:
Making a Complaint
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from our investigations to help us improve the service we provide. We treat all complaints in confidence.
How You Can Make a Complaint
Where possible we ask for you to contact a member of our BeeConnect team about your concerns, so that we can attempt to resolve the issue in real time. If a swift solution is not possible, we will arrange an agreed time to follow up. This may take up to five business days.
You may prefer to write in with your complaint, via email to the addresses below:
How We Handle Complaints
BeeConnect may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.
We will acknowledge a complaint in writing within five working days and give you the name and contact details of the person investigating it, along with our proposal of when we believe you can expect a full response.
We will keep you informed about the progress of the investigation. We aim to have all complaints closed within eight working weeks, unless we agree a different time scale with you.
When we have finished the investigation, we will discuss the outcome and write to you with:
details of the findings;
any action we have taken; and
our proposals to resolve your complaint
You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
At any stage during the process, if you are not happy with the way in which we are dealing with your complaint, you can contact our Customer Services Manager in writing. In your communication we ask that you clearly state your concerns, how you feel that they can be resolved, along with any supporting evidence to help resolve your complaint.
Once our Customer Service Manager has dealt with your complaint, if you are not happy with the outcome you can request that your complaint is reviewed by a BeeConnect Director. The full details of the complaint will be passed to the relevant contact and you will be contacted within 5 working days to let you know the complaint is under review, along with a proposed time to respond in full.
If we cannot reach an agreement with you, we will write to you with our final response to your complaint, along with advise on how you may contact the Financial Ombudsman Service should you wish to. You have the right to refer your complaint to them within six months of our final decision.
For more information about the Financial Ombudsman Service, please visit www.financial-ombudsman.org.uk