Complaints Procedure
If we have failed to provide you with a satisfactory standard of service please let us know.
How to make your complaint
Any complaint should be made as soon as possible after the incident has occurred and should include factual information (time, place, people involved, exact nature of the complaint and any supporting evidence).
You can complain by letter to the Chief Executive. (If the complaint relates to the Chief Executive it will be passed on to the Chair of Futurebuilders). To enable us to investigate the complaint in as much depth as possible please supply us with all relevant information regarding your complaint. Please include the date, place, people involved, and the exact nature of the complaint and any supporting evidence. Please also provide us with your full postal address, including postcode, and a daytime contact telephone number.
Please send your complaint to:
The Chief Executive
Futurebuilders England
Level 14
Cale Cross House
156 Pilgrim Street
Newcastle-upon-Tyne
NE1 6SU
Please do not include attachments with emails, as these will be blocked for IT security reasons. If you wish to provide attachments please send these by post to the address above.
How your complaint will be handled
A complaint will normally be handled by the appropriate Director or the Chief Executive, depending on its specific nature.
The Director/Chief Executive will discuss the matter separately with the complainant and the staff member involved and will attempt to resolve it reasonably.
A report of the discussions will be available to both parties.
If there are grounds to review a decision, the Director/Chief Executive will ensure that this is done independently and objectively and you will be informed of the outcome.
Please note that our complaints procedure is not an appeals system against properly reached investment decisions.