{"id":122,"date":"2026-07-23T22:09:03","date_gmt":"2026-07-23T22:09:03","guid":{"rendered":"https:\/\/ncdfgroup.com\/capital-commercial-solutions\/?page_id=122"},"modified":"2026-07-23T22:16:36","modified_gmt":"2026-07-23T22:16:36","slug":"client-support-complaints-procedure","status":"publish","type":"page","link":"https:\/\/ncdfgroup.com\/capital-commercial-solutions\/client-support-complaints-procedure\/","title":{"rendered":"Client Support &amp; Complaints Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"122\" class=\"elementor elementor-122\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3fc5697 e-flex e-con-boxed e-con e-parent\" data-id=\"3fc5697\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-edc9861 e-con-full e-flex e-con e-child\" data-id=\"edc9861\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-f1c967e e-con-full e-flex e-con e-child\" data-id=\"f1c967e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-994027f elementor-widget elementor-widget-heading\" data-id=\"994027f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Client Support &amp; Complaints Procedure<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-eb4d95f e-flex e-con-boxed e-con e-parent\" data-id=\"eb4d95f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-5c61c7b e-con-full e-flex e-con e-child\" data-id=\"5c61c7b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c01344b elementor-widget__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-heading\" data-id=\"c01344b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">1. Our approach<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-07e2b56 elementor-widget elementor-widget-text-editor\" data-id=\"07e2b56\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2d511d5 e-con-full e-flex e-con e-child\" data-id=\"2d511d5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a69e906 elementor-widget__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-heading\" data-id=\"a69e906\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">2. What you can raise<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0af8428 elementor-widget elementor-widget-text-editor\" data-id=\"0af8428\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul><li>Difficulty accessing information, a resource, form or approved communication channel;<\/li><li>Delay, lack of response or unclear ownership of an enquiry or engagement;<\/li><li>Concern about service quality, conduct, fees, reporting or communication;<\/li><li>Privacy, data-use, security or confidentiality concern;<\/li><li>Suspected fraud, impersonation, unauthorised payment request or suspicious document;<\/li><li>Another issue relating to an NCDF website, company, employee, representative or accepted mandate.<br \/><br \/><\/li><\/ul><p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9db4245 e-con-full e-flex e-con e-child\" data-id=\"9db4245\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-65a6047 elementor-widget__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-heading\" data-id=\"65a6047\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">3. Information to provide<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9cc311a elementor-widget elementor-widget-text-editor\" data-id=\"9cc311a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul><li>Your name and a safe contact method;<\/li><li>The NCDF company, service or website involved, if known;<\/li><li>An enquiry, proposal, mandate or complaint reference, if available;<\/li><li>A clear factual description, relevant dates and the people or channels involved;<\/li><li>The effect of the issue and the outcome you are seeking;<\/li><li>Copies of relevant non-sensitive evidence through the approved secure route when requested.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-921aa5a e-con-full e-flex e-con e-child\" data-id=\"921aa5a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-263b74f elementor-widget__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-heading\" data-id=\"263b74f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">4. What happens after submission<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-849c67e elementor-widget elementor-widget-html\" data-id=\"849c67e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<div style=\"width:100%;overflow-x:auto;-webkit-overflow-scrolling:touch;\">\r\n<table style=\"width:100%;min-width:900px;border-collapse:collapse;font-family:'Poppins',inherit;\">\r\n  <thead>\r\n    <tr>\r\n      <th style=\"text-align:left;padding:16px 20px;background:#f5f6f8;border-bottom:2px solid #1a2233;font-size:14px;font-weight:600;color:#1a2233;\">Stage<\/th>\r\n      <th style=\"text-align:left;padding:16px 20px;background:#f5f6f8;border-bottom:2px solid #1a2233;font-size:14px;font-weight:600;color:#1a2233;\">What NCDF does<\/th>\r\n      <th style=\"text-align:left;padding:16px 20px;background:#f5f6f8;border-bottom:2px solid #1a2233;font-size:14px;font-weight:600;color:#1a2233;\">Public service statement<\/th>\r\n    <\/tr>\r\n  <\/thead>\r\n  <tbody>\r\n    <tr>\r\n      <td style=\"padding:18px 20px;border-bottom:1px solid #e2e5ea;font-size:14px;font-weight:600;color:#1a2233;vertical-align:top;\">Acknowledge<\/td>\r\n      <td style=\"padding:18px 20px;border-bottom:1px solid #e2e5ea;font-size:14px;color:#4a5568;vertical-align:top;line-height:1.6;\">Create a reference, record the date and confirm receipt through the safe contact provided.<\/td>\r\n      <td style=\"padding:18px 20px;border-bottom:1px solid #e2e5ea;font-size:14px;color:#4a5568;vertical-align:top;line-height:1.6;\">We aim to acknowledge promptly and within [APPROVED PERIOD].<\/td>\r\n    <\/tr>\r\n    <tr>\r\n      <td style=\"padding:18px 20px;border-bottom:1px solid #e2e5ea;font-size:14px;font-weight:600;color:#1a2233;vertical-align:top;\">Identify ownership and urgency<\/td>\r\n      <td style=\"padding:18px 20px;border-bottom:1px solid #e2e5ea;font-size:14px;color:#4a5568;vertical-align:top;line-height:1.6;\">Confirm the responsible company, issue category, conflicts, security\/privacy risk and any immediate protection needed.<\/td>\r\n      <td style=\"padding:18px 20px;border-bottom:1px solid #e2e5ea;font-size:14px;color:#4a5568;vertical-align:top;line-height:1.6;\">Urgent fraud, security, funds or safety concerns are prioritised.<\/td>\r\n    <\/tr>\r\n    <tr>\r\n      <td style=\"padding:18px 20px;border-bottom:1px solid #e2e5ea;font-size:14px;font-weight:600;color:#1a2233;vertical-align:top;\">Investigate<\/td>\r\n      <td style=\"padding:18px 20px;border-bottom:1px solid #e2e5ea;font-size:14px;color:#4a5568;vertical-align:top;line-height:1.6;\">Collect relevant records, speak to responsible staff, assess terms\/policy and preserve evidence.<\/td>\r\n      <td style=\"padding:18px 20px;border-bottom:1px solid #e2e5ea;font-size:14px;color:#4a5568;vertical-align:top;line-height:1.6;\">We may ask for clarification or secure evidence.<\/td>\r\n    <\/tr>\r\n    <tr>\r\n      <td style=\"padding:18px 20px;border-bottom:1px solid #e2e5ea;font-size:14px;font-weight:600;color:#1a2233;vertical-align:top;\">Respond<\/td>\r\n      <td style=\"padding:18px 20px;border-bottom:1px solid #e2e5ea;font-size:14px;color:#4a5568;vertical-align:top;line-height:1.6;\">Explain findings, action taken, any remedy and the reason for the decision in clear language.<\/td>\r\n      <td style=\"padding:18px 20px;border-bottom:1px solid #e2e5ea;font-size:14px;color:#4a5568;vertical-align:top;line-height:1.6;\">We aim to provide a substantive response within [APPROVED PERIOD] or explain why more time is needed.<\/td>\r\n    <\/tr>\r\n    <tr>\r\n      <td style=\"padding:18px 20px;font-size:14px;font-weight:600;color:#1a2233;vertical-align:top;\">Escalate \/ close<\/td>\r\n      <td style=\"padding:18px 20px;font-size:14px;color:#4a5568;vertical-align:top;line-height:1.6;\">Offer internal escalation or external route where applicable; record closure and lessons.<\/td>\r\n      <td style=\"padding:18px 20px;font-size:14px;color:#4a5568;vertical-align:top;line-height:1.6;\">The response will explain the next available step.<\/td>\r\n    <\/tr>\r\n  <\/tbody>\r\n<\/table>\r\n<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-da74597 e-con-full e-flex e-con e-child\" data-id=\"da74597\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5c63136 elementor-widget__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-heading\" data-id=\"5c63136\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">5. Fair handling principles<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3dc6b16 elementor-widget elementor-widget-text-editor\" data-id=\"3dc6b16\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul><li>The person handling the complaint should be sufficiently independent of the matter where practicable.<\/li><li>We assess facts, records, applicable terms, policy and law rather than assuming the original decision was correct.<\/li><li>We communicate respectfully and do not disadvantage a person for raising a concern in good faith.<\/li><li>We use complaint information only for handling, legal\/compliance, security, quality and appropriate reporting purposes.<\/li><li>We record decisions, reasons, action owners, dates and any systemic improvement required.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e6e901b e-con-full e-flex e-con e-child\" data-id=\"e6e901b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8df04dc elementor-widget__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-heading\" data-id=\"8df04dc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">6. Possible outcomes<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c418e75 elementor-widget elementor-widget-text-editor\" data-id=\"c418e75\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul><li>Information or clarification;<\/li><li>Correction of a record or communication;<\/li><li>Completion, re-performance or adjustment of a service where appropriate and permitted;<\/li><li>Fee review or another remedy under the applicable terms and authority;<\/li><li>Security, privacy, disciplinary, control or training action;<\/li><li>Referral to another NCDF company, external body or competent authority;<\/li><li>No further action, with an explanation of the reason.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a55c37d e-con-full e-flex e-con e-child\" data-id=\"a55c37d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5dd6a34 elementor-widget__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-heading\" data-id=\"5dd6a34\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">7. Escalation<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8280371 elementor-widget elementor-widget-text-editor\" data-id=\"8280371\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>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.<br \/>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-88004af e-con-full e-flex e-con e-child\" data-id=\"88004af\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9a15e07 elementor-widget__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-heading\" data-id=\"9a15e07\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">8. Support and complaint form<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-656523b elementor-widget elementor-widget-button\" data-id=\"656523b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Raise a Support Request or Complaint<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Client Support &amp; 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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-122","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/ncdfgroup.com\/capital-commercial-solutions\/wp-json\/wp\/v2\/pages\/122","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ncdfgroup.com\/capital-commercial-solutions\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ncdfgroup.com\/capital-commercial-solutions\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ncdfgroup.com\/capital-commercial-solutions\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ncdfgroup.com\/capital-commercial-solutions\/wp-json\/wp\/v2\/comments?post=122"}],"version-history":[{"count":4,"href":"https:\/\/ncdfgroup.com\/capital-commercial-solutions\/wp-json\/wp\/v2\/pages\/122\/revisions"}],"predecessor-version":[{"id":126,"href":"https:\/\/ncdfgroup.com\/capital-commercial-solutions\/wp-json\/wp\/v2\/pages\/122\/revisions\/126"}],"wp:attachment":[{"href":"https:\/\/ncdfgroup.com\/capital-commercial-solutions\/wp-json\/wp\/v2\/media?parent=122"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}