TERMS AND CONDITIONS
To use the www.anglianarc.com website you must accept our terms and conditions. Please read these terms and conditions carefully and leave the site immediately if you do not wish to accept them. AARC may alter these terms and conditions at any time by updating the text on this page.
The AARC website is intended to offer general information on our services. It is intended as a guide only and does not form part of any contract we, or our agents may agree to with your company, and therefore must not be seen as such.
While we naturally endeavour to provide as accurate a picture as possible, it is the responsibility of the users to check the validity of any information for themselves. We accept no responsibility for any loss or damage resulting from relying on this website alone.
If you find any inaccurate or misleading information on our site, or if you have any suggestions as to how we could improve the site or our service, please let us know.
We are committed to providing a high-quality service to all our clients. In the unlikely event that something should go wrong, or if you feel we have not delivered a first class service to you or your clients, we need you to tell us about this. In order that we continue to improve our standards, if you have a complaint then please write to us with the details, the address is listed below.
1. We will send you a letter acknowledging your complaint and asking you to confirm or explain any additional details that may be needed. We will also let you know the name of the person who will be dealing with your complaint. If your complaint is about a particular person or persons within our organisation then we will ensure that such person or persons are not involved in making any necessary investigations or in the decision making process regarding your complaint. You can expect to receive our letter within two days of contacting us with your complaint.
2. We will then start to investigate your complaint. This will normally involve our business development manager discussing your complaint with the person who dealt with you, as well as any other relevant parties, we will also examine all relevant files.
3. Within 14 days of your complaint, we will contact you to invite you to meet or telephone us to discuss and, we hope, resolve your complaint.
4. Within two days of point 3 we will write to you to confirm what took place and any solutions that have been agreed with you. If you would prefer not to attend a meeting or it is not possible for you to attend one within a reasonable timescale, we will send you a detailed written reply to your complaint. This will include any suggestions we have for resolving the matter.
5. At this stage, if you are still not satisfied, please let us know in writing and we will arrange to review our decision. This will happen in one of the following ways:
A Director in The Firm will review the decision within 10 days or
We will invite you to agree to independent mediation within five days. We will let you know how long this process will take.
6. We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also advise you of the contact details for the Claims Management Regulator.
7. If we have to change any of the timescales above, we will let you know and explain why.