Our In-House Complaints Process

At One Agency, we will ensure that any complaints or disputes that may arise will be addressed quickly and professionally. Should you wish to make a complaint, please follow our in-house complaints and dispute resolution procedure below.

1. 1. Contact the Compliance Manager

   Contact our Compliance Manager, Elman Avallone. Tell him who you are, the reason for your complaint, your concerns and what you would like done about your complaint.

   Email our Compliance ManagerCall 0210 221 0125

2. 2. We investigate and respond

   The Compliance Manager may ask you to put your complaint in writing so that we can investigate. We promise to come back to you within 10 working days. Our response may be in writing. As part of managing your complaint, we may invite you to meet with us to discuss your concerns and try to resolve the complaint.

3. 3. A written proposal, if needed

   If we are unable to come to a resolution, or if you choose not to meet with us, we will then provide you with a written proposal to resolve your complaint.

4. 4. You respond in writing

   We request that you advise us in writing within 10 working days whether you accept or do not accept our proposed resolution. You can, of course, suggest another way of resolving your complaint.

5. 5. Resolution or mediation

   If we accept your preferred resolution, we will undertake to implement that resolution as soon as possible. If we decline your preferred resolution, we may invite you to mediate the dispute.

6. 6. End of our process

   If we agree to mediate the complaint but do not settle the complaint at mediation, or we do not agree to mediate the dispute, then that will be the end of our process.