Complaints Procedure

1. Introduction 

We always aim to provide a high standard of care in all our services. Our customers’ views are important to us and help ensure our services consistently meet people’s needs. If you are unhappy with any of our services, it is important that you let us know.

 2. Making a suggestion

Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone currently paying for the Arthur Online software may make a suggestion. There are several ways to make a suggestion, the easiest of which is to visit support.arthuronline.co.uk - login or create an account - and use the ‘Improvement request’ ticket form.

3. Making a complaint  

We aim to handle complaints quickly, effectively, and fairly and honestly. We take all complaints seriously and use valuable information from investigations to help us improve the service we provide. We treat all complaints in confidence. Arthur Online assures that it will not withdraw or reduce services because someone makes a complaint in good faith.

 4. Who can complain

Anyone affected by the way Arthur Online provides services can make a complaint. A representative may complain for the affected person if they: • cannot make a complaint themselves • have given consent for the representative to act on their behalf.

If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, this will also be accepted. 

5. How to make a complaint 

You can complain:

• in person

• through a member of our staff 

• through an advocate or representative 

• via the support portal 

• by letter 

• by email

6. Anonymous complaints

Whilst anonymous complaints are accepted, without the ability to investigate to a high level Arthur Online cannot ensure that there will be a resolution found within the timeline outlined in section 8, if at all.

 7. Responsibility

Milan Sud has overall responsibility for dealing with all complaints made about the service .

8. How we handle complaints

Arthur Online 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 within 3 working days and give you the name and contact details of the person investigating it.

We will keep you informed about the progress of the investigation. We aim to have all complaints f inished within 28 working days unless we agree a different time scale with you. When we have f inished investigating, we will arrange a time with you to discuss the outcome, and write to you with: 

• details of the findings;   

• any action we have taken; and   

• our proposals to resolve your complaint.

9. Time limits

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 one month 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.

10. Further steps

Once we have dealt with your complaint, if you are not happy with the outcome, you can refer it to the Legal Ombudsman (LO) and ask for it to be reviewed. The LO provides a free, independent service. 

You can contact the LO at: 

Tel: 0300 555 0333   

Website: http://www.legalombudsman.org.uk

 NB: The LO will not normally investigate a complaint until the provider has had an opportunity to respond and resolve matters.