Client Support & Complaints Procedure

1. Our approach

We aim to make it straightforward to request support, raise dissatisfaction or report a concern. We will identify the NCDF company responsible, acknowledge the request, investigate fairly, communicate progress and provide a clear outcome or next escalation step.

2. What you can raise

Difficulty accessing information, a resource, form or approved communication channel;
Delay, lack of response or unclear ownership of an enquiry or engagement;
Concern about service quality, conduct, fees, reporting or communication;
Privacy, data-use, security or confidentiality concern;
Suspected fraud, impersonation, unauthorised payment request or suspicious document;
Another issue relating to an NCDF website, company, employee, representative or accepted mandate.

A complaint may be made by the affected person or an authorised representative. We may request evidence of authority before sharing information or discussing a confidential matter.

3. Information to provide

Your name and a safe contact method;
The NCDF company, service or website involved, if known;
An enquiry, proposal, mandate or complaint reference, if available;
A clear factual description, relevant dates and the people or channels involved;
The effect of the issue and the outcome you are seeking;
Copies of relevant non-sensitive evidence through the approved secure route when requested.

4. What happens after submission

Stage	What NCDF does	Public service statement
Acknowledge	Create a reference, record the date and confirm receipt through the safe contact provided.	We aim to acknowledge promptly and within [APPROVED PERIOD].
Identify ownership and urgency	Confirm the responsible company, issue category, conflicts, security/privacy risk and any immediate protection needed.	Urgent fraud, security, funds or safety concerns are prioritised.
Investigate	Collect relevant records, speak to responsible staff, assess terms/policy and preserve evidence.	We may ask for clarification or secure evidence.
Respond	Explain findings, action taken, any remedy and the reason for the decision in clear language.	We aim to provide a substantive response within [APPROVED PERIOD] or explain why more time is needed.
Escalate / close	Offer internal escalation or external route where applicable; record closure and lessons.	The response will explain the next available step.

5. Fair handling principles

The person handling the complaint should be sufficiently independent of the matter where practicable.
We assess facts, records, applicable terms, policy and law rather than assuming the original decision was correct.
We communicate respectfully and do not disadvantage a person for raising a concern in good faith.
We use complaint information only for handling, legal/compliance, security, quality and appropriate reporting purposes.
We record decisions, reasons, action owners, dates and any systemic improvement required.

6. Possible outcomes

Information or clarification;
Correction of a record or communication;
Completion, re-performance or adjustment of a service where appropriate and permitted;
Fee review or another remedy under the applicable terms and authority;
Security, privacy, disciplinary, control or training action;
Referral to another NCDF company, external body or competent authority;
No further action, with an explanation of the reason.

7. Escalation

If you are dissatisfied with the first response, you may request review through [INTERNAL ESCALATION ROUTE] within [PERIOD]. Where an external regulator, ombudsman, court or authority is relevant, the final response will identify the available route and any applicable conditions or time limits.
Nothing in this procedure prevents a person from contacting a competent regulator, data protection authority, law-enforcement body or court where they are entitled to do so.