Client protection
If something goes wrong
A complaints procedure should tell you exactly who to contact, what happens next, how long each stage takes and when you can go to someone independent. This page holds that structure.
Pending client evidence Procedure pending client approval — design demonstration only. Stage timings and escalation wording differ between redress schemes and must match the scheme Dukes actually belongs to. Copying another scheme's timings would be wrong.
The stages
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Raise it
In writing, to the named person responsible for complaints. [Contact route pending client confirmation]
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Acknowledgement
Confirmation that the complaint has been received. [Timeframe pending — must match the scheme's rules]
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Investigation and response
A written response setting out what was found. [Timeframe pending — must match the scheme's rules]
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Final response
If it is still unresolved, a final written position that tells you where to go next.
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Independent escalation
The approved redress scheme. [Scheme name, referral window and contact details pending evidence]
