Sep 2026

Complaints Policy

Our Customer Care Commitment

We are committed to providing a high standard of service to everyone we deal with.

Sometimes things don't go as expected. If this happens, we want to know about it so that we can understand what went wrong, put things right where appropriate and learn from your experience.

We will always aim to deal with complaints fairly, openly and without unnecessary delay.

Making a complaint will not affect the service you receive from us, and you will never be treated differently because you have raised a concern.

What is a complaint?

A complaint is any expression of dissatisfaction about our products, services, actions or the way we have handled something on your behalf.

This might include concerns about:

• the service you have received
• something we have or have not done
• delays or communication
• the conduct of a member of our team
• the way we have handled your personal information
• how we have responded to a request concerning your personal information; or
• any other aspect of your experience with us.

You do not need to use the word "complaint" for us to treat your concern as one.

How to make a complaint

You can make a complaint by email, telephone, in writing or through [online complaints form/link].

Email: cl@fccparagon.com
Telephone: 02393 800200
Post: FCC Paragon
Suite 59, Pure Offices,
One Port Way,
Port Solent, Hampshire,
PO6 4TY
Online: Through our "contact us" form

Please provide as much information as you reasonably can about what has happened and what you would like us to consider.

If you need any assistance making your complaint, please let us know and we will do what we reasonably can to help.

You may also ask someone else to complain on your behalf. We will need to confirm that they have your authority before discussing information with them.

What happens when you complain?

We will make sure your complaint is reviewed by someone with appropriate knowledge and authority to consider the issues you have raised.

We will:

• acknowledge your complaint promptly
• make appropriate enquiries to understand what has happened
• consider the information and evidence available
• contact you if we need further information
• keep you informed if our investigation is taking longer than expected and
• explain our findings and any action we propose to take.

Where your complaint relates wholly or partly to the way we have handled personal information, it will be dealt with through the same complaints process. You do not need to make a separate data protection complaint.

How quickly will we respond?

We will acknowledge your complaint as soon as reasonably possible and usually within two working days. In all cases, we aim to acknowledge your complaint within five working days. We will investigate your complaint as quickly as reasonably possible and aim to provide our final response within eight weeks.

Many complaints will be resolved considerably sooner.

If we are unable to provide a final response within eight weeks, we will explain why, tell you what remains outstanding and let you know when we expect to complete our investigation.

How quickly will we respond?

Where your complaint concerns the way we have used or handled personal information, the same acknowledgement timescales apply. We will make appropriate enquiries, keep you informed of progress where necessary and provide you with an outcome without undue delay.

If your complaint raises both data protection and other issues, we will normally investigate them together. However, if we can provide an outcome on the data protection part sooner, we may respond to that part separately to avoid delays.

Our investigation

We will consider each complaint on its individual circumstances.

Your complaint will be investigated fairly and objectively and, wherever possible, by someone who was not directly involved in what happened.

Depending on the issues raised, our investigation may include reviewing records and correspondence, speaking with relevant members of staff, considering applicable policies or contractual terms, and reviewing any other information relevant to your concerns.

We may need to contact you if we need any further information to help us understand or investigate your complaint. We will usually do this in writing, unless you have asked us to contact you another way.

Where we identify that something has gone wrong, we will consider what we can reasonably do to put matters right.

This may include, depending on the circumstances:

• providing an explanation or apology
• correcting inaccurate information
• completing an action that should previously have been taken
• reviewing a decision
• improving a process or control
• providing additional guidance or training to our team or
• taking other reasonable remedial action.

Our final response

When we have completed our investigation, we will provide you with a clear outcome.

Our response will explain:

• the issues we have considered
• our findings
• whether we uphold your complaint in full, uphold it in part, or do not uphold it
• the reasons for our decision and
• any action we have taken or propose to take as a result.

If we do not agree with your complaint, we will explain why.

If you remain unhappy

If you are unhappy with our response, please let us know.

Where appropriate, we may arrange for the complaint or aspects of our decision to be reviewed by another person who was not materially involved in the original decision.

We will also tell you about any external organisation or alternative dispute resolution service that may be available to you where this is relevant to your complaint.

Data protection complaints

If your complaint concerns the way we have handled your personal information, you should raise your concerns with us first so that we have the opportunity to investigate and respond.

If you remain dissatisfied after we have considered your complaint, you have the right to raise your concerns with the Information Commissioner's Office (ICO).

The ICO is the UK's independent regulator for data protection.

Information Commissioner's Office

How to complain to the ICO.

Learning from complaints

Complaints are a valuable source of feedback.

We record and review complaints to identify recurring issues, understand where improvements may be needed and consider whether changes should be made to our services, processes, controls or staff training.

We take complaints seriously, not only because we want to put things right, but because they help us understand where we can do better.