Making a Complaint

We aim to provide an excellent service to the businesses we work with and their employees, sometimes things go wrong. If you are not happy with our level of service, and your expression of dissatisfaction has not been resolved by operational staff then you can make a complaint.

Making a Complaint

Complaints should be addressed in writing to:

Head of Operations, Employee Benefits
Welplan Ltd
Old Mansion House
Penrith
Cumbria
CA1O 2BX

e-mail: a.francis@welplan.co.uk

For all complaints, you must provide:

• Your name and address.
• Your contact details.
• Your employer name.
• A clear statement of your complaint.
• A full explanation of the reasons why you are aggrieved.
  
  

Complaint Investigation and Response

Welplan will acknowledge the receipt of a complaint within seven days. The Head of Operations will investigate and respond in full within 28 days of the complaint being received.  The reply must clearly state either:

A        the decision reached (including reference to the relevant scheme rules, legislation and any discretion exercised), or

B        if the Head of Operations cannot reach a decision within 28 days, the reasons for delay and a revised date for a full response.

If applicable, a complaint may be escalated to the Welplan Limited Board in their capacity as Corporate Trustees, and you will be notified about this and any delays as a result.

Escalation

Welplan strives to ensure a satisfactory resolution to all complaints. In instances where the complainant is dissatisfied with the outcome, they are invited to appeal the decision. 

Appeals should be addressed in writing to:

The Director of Employee Benefits
Welplan Ltd
Old Mansion House
Penrith
Cumbria
CA1O 2BX

You must do this within 20 days of Welplan’s original decision.  For all appeals, you must provide:

• Your name and address.
• Your contact details.
• Your employers name.
• A copy of the original complaint decision.
• A statement of your reasons for disagreeing with it.
• A request for it to be considered.

The Director of Employee Benefits will consider any grounds for the appeal; why the previous decision was made; and any additional information that may have become available since the decision was made.  The Director of Employee Benefits may choose to escalate the complaint to the Welplan Limited Board in its role as Corporate Trustee.

The Director of Employee Benefits will respond to your Appeal within two months.

Where the appeal is unsuccessful, the business or the individual will be given the reason(s) why the appeal has failed.