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JZ ConsultantGroup Ltd

Complaints Procedure

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Draft for review. This page is a draft and must be reviewed by a qualified professional before publication.

At JZ CONSULTANT GROUP LTD we want to provide a helpful, fair and respectful service. If you are unhappy with our service, our website or the way we have handled your personal data, please tell us. We take every complaint seriously and use what we learn to improve.

How to make a complaint

You can complain in whichever way suits you best:

  • Email: jubedmiahh@gmail.com
  • Phone: [telephone number — to be confirmed]
  • Post: Complaints, JZ CONSULTANT GROUP LTD, 11 Swan Street, Loughborough, England, LE11 5BJ

You can make your complaint in English or Bengali. If you need help making a complaint, or need us to communicate with you in a different format, please let us know.

To help us look into your complaint quickly, please include:

  • your name and how you would like us to contact you;
  • your request or account reference, if you have one;
  • what went wrong, and when;
  • what you would like us to do to put things right;
  • copies of any relevant emails or messages.

Please do not send us platform passwords, one-time verification codes or identity documents with your complaint. We will never ask for passwords or verification codes.

What happens next

Our proposed timescales are shown below and will be confirmed before publication.

  1. Acknowledgement: we will acknowledge your complaint within 3 working days of receiving it, and tell you who is dealing with it.
  2. Investigation: we will review your complaint fairly, look at our records and, if needed, contact you for more information.
  3. Full response: we will send you a full written response within 14 working days of receiving your complaint. This will explain what we found, whether we uphold your complaint and what we will do to put things right. If we need more time, for example because the matter is complex, we will tell you why and give you a new date.

If you are not happy with our response

If you are not satisfied with our response, you can ask for your complaint to be reviewed by a director of JZ CONSULTANT GROUP LTD. Please contact us within 28 days of our response, explaining why you remain unhappy. The director will review the complaint and the way it was handled and will send you a final written response, normally within 14 working days (proposed).

Help and advice outside our business

If you are still unhappy after our final response, or at any time, you can get free, independent advice about your consumer rights:

If your complaint is about how we have used or protected your personal data, you also have the right to complain to the Information Commissioner's Office (ICO):

We would appreciate the chance to deal with your concerns before you approach the ICO, so please contact us first if you can.

Complaints about a decision made by a delivery platform (for example about an application or account) or by an insurer should be raised directly with that platform or insurer, using their own complaints process. We cannot make or change their decisions.

Recording complaints

We keep a record of complaints and how we resolved them, so that we can monitor and improve our service. We handle personal data in complaints as described in our Privacy Policy.

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Complaints Procedure | JZ Consultant Group