1. Purpose This Complaints and Dispute Resolution Policy outlines the procedures for handling complaints and disputes between Portrait Group Limited (“Portrait Group”) and its Clients. The goal is to ensure that all complaints and disputes are addressed in a fair, transparent, and efficient manner, in line with our contractual obligations and commitment to professional integrity.
2. Scope This policy applies to all Clients engaging with Portrait Group for business rates appeal/audit services under a “No Win No Fee” contract. It covers complaints and disputes arising from:
Service delivery issues
Fee calculations and payments
Communication and information-sharing
Compliance with obligations under the contract
3. Complaints Handling Process
3.1 Informal Resolution
Clients are encouraged to raise concerns informally in the first instance by contacting our customer support team via phone or email. We aim to resolve issues as quickly as possible through direct communication and mutual agreement.
3.2 Formal Complaint Submission
If a Client is not satisfied with the outcome of the informal resolution process, they may submit a formal complaint in writing to:
Portrait Group Limited
International House
South Molton St
London
W1K 5QF
Email: business@portrait.org.uk
Phone: 03300 30 30 30
The complaint should include:
The Client’s name, contact details, and reference number (if applicable)
A clear description of the issue, including dates and any supporting evidence
Details of any previous attempts to resolve the matter informally
The desired outcome or resolution sought
3.3 Acknowledgment and Investigation
Portrait Group will acknowledge receipt of the complaint within five (5) business days.
A dedicated complaints handler will review the complaint and may request additional information or clarification.
An internal investigation will be conducted, considering the facts, contractual obligations, and any relevant documentation.
3.4 Response and Resolution
A formal response will be provided within twenty-eight (28) days from the date of acknowledgment.
If further investigation is required beyond this timeframe, the Client will be informed, and an updated resolution timeline will be provided.
If a resolution is reached, the agreed course of action will be documented, and necessary steps will be taken to implement it.
4. Dispute Resolution Procedure If the Client remains dissatisfied with the outcome of the complaint resolution process, they may escalate the matter as follows:
4.1 Mediation
If the complaint is not resolved through internal procedures, both parties agree to consider mediation as an alternative dispute resolution method.
A neutral third-party mediator will be appointed by mutual agreement.
Mediation will take place within thirty (30) days of an escalation request unless otherwise agreed.
Each party will bear its own costs for mediation unless otherwise determined by the mediator.
4.2 Arbitration
If mediation fails or is not deemed suitable, either party may refer the dispute to arbitration in accordance with the Arbitration Act 1996.
An independent arbitrator will be appointed as per the rules of the Chartered Institute of Arbitrators (CIArb) or a mutually agreed arbitration body.
The decision of the arbitrator will be final and binding on both parties.
Arbitration costs will be allocated as determined by the arbitrator.
4.3 Legal Proceedings
If mediation and arbitration do not result in a satisfactory resolution, either party may initiate legal proceedings in accordance with the laws of the United Kingdom.
Legal action shall be taken as a last resort, and efforts to settle the dispute amicably shall continue throughout any legal proceedings.
5. No Disruption Clause While a complaint or dispute is ongoing, both parties agree to continue fulfilling their contractual obligations to the extent reasonably possible, except where such obligations are the subject of the dispute.
6. Confidentiality All complaints and dispute resolution proceedings will be handled in strict confidence, except where disclosure is required by law or regulatory bodies.
7. Record Keeping Portrait Group will maintain a record of all complaints, disputes, and resolutions for a minimum of six (6) years. These records will be used for internal quality control and compliance purposes.
8. Governing Law and Jurisdiction This policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United Kingdom. The courts of the United Kingdom shall have exclusive jurisdiction over any legal proceedings related to complaints or disputes under this policy.
9. Amendments to Policy Portrait Group reserves the right to amend this policy as necessary to reflect changes in laws, regulations, or business practices. Any updates will be communicated to Clients as appropriate.
10. Contact for Queries For any queries regarding this Complaints and Dispute Resolution Policy, Clients may contact our customer support team at:
Email: business@portrait.org.uk
Phone: 03300 30 30 30
Address: International House, South Molton St, London, W1K 5QF
11. Privacy-Related Complaints If you have any questions, comments, or wish to make a complaint about this policy or our privacy practices, please contact us at business@portrait.org.uk or by mail at the address provided above.
If you contact us about your personal information, we will respond to your request within a reasonable time and at minimal or no cost to you, in accordance with applicable laws. We request that complaints be made in writing.
Our Privacy Officer deals with complaints, and any complaints should be directed to our Privacy Officer at the contact details set out above. We will attempt to confirm, as appropriate and necessary, with you your understanding of the complaint and what you expect as an outcome.
We will let you know whether we will investigate, the contact details of the person investigating, and the estimated completion date. After we have completed our enquiries, we will contact you to advise you of the outcome and invite your response to our conclusions. If we receive a response from you, we will take this into consideration and let you know if we have changed our view.
