Complaints Handling Procedure

1. Purpose
This procedure sets out how the firm receives, investigates, and resolves complaints in a fair, transparent, and timely manner. It ensures that complaints are handled consistently, professionally, and in accordance with the expectations of CIMA and relevant professional standards.

2. Scope
This procedure applies to all complaints received from clients or former clients relating to the services provided by the firm. A complaint is any expression of dissatisfaction, whether oral or written, about the firm’s services, actions, or lack of action.

3. How Complaints May Be Made
Complaints may be submitted:
• In writing (email or letter)
• Verbally (by telephone or in person)

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Complaints should be directed to:
Contact: Jake Wheeler or Codie Spicer

Email: admin@bearsfs.com

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4. Acknowledgement of Complaints
All complaints will be acknowledged promptly and, where possible, within five working days of receipt.
The acknowledgement will confirm:
• That the complaint has been received
• Who is handling the complaint
• The next steps in the process

 

5. Investigation of Complaints
Complaints will be investigated objectively and fairly. The investigation may include:
• Reviewing relevant client files and correspondence
• Speaking with staff involved
• Requesting further information from the complainant where necessary
The individual investigating the complaint will not be the person who is the subject of the complaint, where practicable.

 

6. Response and Resolution
The firm aims to provide a full written response within eight weeks of receipt of the complaint.
The response will:
• Address the issues raised
• Explain the outcome of the investigation
• Set out any remedial action taken or proposed
• Inform the complainant of their right to escalate the matter if they remain dissatisfied

 

7. Escalation
If the complainant is not satisfied with the outcome, they may request a review by senior management.
Where applicable, the complainant will be informed of their right to refer the complaint to:
• CIMA, or
• Any other relevant professional or regulatory body

 

8. Record Keeping
All complaints and related correspondence are recorded and retained securely.
Records include:
• Details of the complaint
• Investigation steps
• Outcomes and actions taken
Complaint records are retained in accordance with the firm’s record retention policy.

 

9. Learning and Improvement
Complaints are reviewed periodically to identify trends or areas for improvement. Where appropriate, policies, procedures, or training are updated to prevent recurrence.

 

10. Procedure Review
This procedure is reviewed:
• At least annually
• Following changes in professional standards or regulation
• Where operational changes occur

 

11. Approval
This Complaints Handling Procedure has been reviewed and approved.This Complaints Procedure was last updated on 06/01/2026.