Complaints Procedure
Tacklewild Limited t/a, Tacklewild Financial Services Complaints Procedure
We aim to give everyone who uses our services the best possible help. For us to achieve this, we need to know if things have gone wrong. Complaints will help us identify problems and put them right, so we welcome your views. Most complaints can be dealt with informally by talking to the person most concerned – the person or people you usually deal with. They will listen to your views, make a record of what happened and make appropriate changes where possible. If you feel that your concern cannot be dealt with in this way, for example if your complaint were about the person you would normally talk to, we also have a formal complaints procedure.
A manager/senior manager/Trustee/Director will carry out a detailed investigation and meet the person or people that you have raised a concern about. Whatever you decide:
- We are happy to talk to you about what has happened.
- We will always make sure that your complaint or concern is treated confidentially.
- You can tell us everything that happened.
- We will get back to you in a set time-scale so that you always know what’s happening and can feel sure that we are treating your concern or complaint seriously.
- You will get an open and fair response.
- You will always be treated with respect, and we’ll do all that we can to help find a Way forward. If you want to make a complaint about our services or activities, there are several ways you can do this:
- In writing to 6a Watford Way, London, NW4 3AD
- By phone: 020 82022520
- Online form: www.tacklewild.co.uk
You can ask someone to help you make a complaint and to act on your behalf if you want.
What happens next?
We will contact you to acknowledge we have received your complaint. We will respond within five working days of receipt. It’s important to give us all your contact details and the best way to reach you as we will need to contact you. We will get back to you in an agreed time to let you know the outcome. Please be aware that it takes longer to manage a formal complaint because we will hold a full investigation. We aim to finish our investigation within 30 working days of receipt and will then contact you in writing. We will explain the result of our discussions or investigation and let you know what we’ll do to improve our services going forward. If you’re not happy with the result of a complaint you can ask for the decision and process to be looked at again through our appeals process.
How to appeal following a formal complaint
You can contact us in the same way as before to let us know that you want to appeal the decision. A member of our senior management team/Committee/Board will then investigate your complaint and how it was managed to ensure that the process and decisions were fair. Decisions made as a result of the appeal are final.
Policy Date: 2016
Policy renewal date: (reviewed 10 March 2026)