Opsel Compliance Consultancy Services Ltd
Version 2.0
Effective date: 23rd July 2026
Applies to: clients, delegates, contractors, partners and other stakeholders
1. Introduction
Opsel views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
2. Our Policy
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
- To publicise the existence of our complaints procedure so that people and organisations know how to contact us to make a complaint.
- To make sure all complaints are investigated fairly and in a timely way.
- To make sure that, wherever possible, complaints are resolved and relationships are repaired.
- To gather information that helps us improve what we do.
- To ensure no one making a complaint in good faith is treated unfavourably as a result of doing so.
3. Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Opsel.
This policy does not cover requests to exercise data protection rights (for example, a subject access request), which are handled under Opsel’s Data Protection and Privacy Policy — see Section 11.
4. Where Complaints Come From
Complaints may come from any person or organisation with a legitimate interest in Opsel (for example, delegates, clients, contractors, partners, MLROs, Heads of Compliance and HR contacts). A complaint can be received verbally, by phone, by email or in writing.
5. How to Make a Complaint
Written complaints may be sent to the Lead Consultant, Opsel, 34 Chaffinch Avenue, Shirley, Croydon, CR0 7SE, or by email to info@opselcompliance.com.
Verbal complaints may be made by phone on +44 7950 377849, or in person to the Lead Consultant at any scheduled training course or event provided to your organisation.
6. Receiving Complaints
Complaints received by telephone or in person will be recorded in writing. When receiving a complaint, the Lead Consultant (or whoever first receives it) will:
- Write down the facts of the complaint.
- Take the complainant’s name, address and telephone number.
- Note the complainant’s relationship to Opsel.
- Tell the complainant what will happen next and how long it will take.
- Where appropriate, ask the complainant to send a written account by post or email, so the complaint is recorded in their own words.
7. Resolving Complaints
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint is received by that person directly, they may resolve it swiftly and should do so where possible and appropriate.
Whether or not the complaint has already been resolved, the complaint information must be passed to the Lead Consultant within one week. On receiving it, the Lead Consultant will record it in the complaints log. If it has not already been resolved, the Lead Consultant will investigate it and take appropriate action. If the complaint relates to a specific person, that person should be informed and given a fair opportunity to respond.
- Complaints should be acknowledged by the person handling them within one week. The acknowledgement should say who is dealing with the complaint, when the complainant can expect a reply, and should attach a copy of this policy.
- Ideally, complainants should receive a definitive reply within four weeks. If this is not possible — for example, because an investigation has not been fully completed — a progress report should be sent, with an indication of when a full reply will be given.
8. If the Complainant Remains Unsatisfied
If, after receiving the Lead Consultant’s reply, the complainant remains dissatisfied, they may ask in writing for the complaint to be reviewed by the Director. This request should be made within two weeks of the Lead Consultant’s reply.
The Director will review the handling and outcome of the complaint and aim to respond within four weeks. The Director’s response represents Opsel’s final decision on the complaint, without prejudice to any other right the complainant may separately have to raise the matter elsewhere (see Section 12).
9. Time Limit for Raising a Complaint
Complaints should ideally be raised as soon as possible, and normally within three months of the event complained about, so the matter can be investigated while information and recollections are fresh. Opsel may still consider later complaints at its discretion, particularly where there is good reason for the delay.
10. Vexatious or Unreasonable Complaints
Opsel takes all complaints seriously. However, where a complaint is repetitive, abusive, or clearly without foundation after having already been fully investigated and responded to under Sections 7 and 8, the Director may decide that no further correspondence will be entered into on that matter, and will write to the complainant to explain this decision and the reasons for it.
11. Confidentiality and Data Protection
All complaint information will be handled sensitively, telling only those who need to know, and in line with Opsel’s Data Protection and Privacy Policy and relevant data protection law.
Personal data collected as part of a complaint will be kept only for as long as necessary to resolve it and for a reasonable period afterwards for record-keeping purposes, in line with Opsel’s data retention schedule.
12. Record Keeping and Learning from Complaints
- The Lead Consultant will maintain a central complaints log recording the nature of each complaint, how it was handled, the outcome, and any lessons learned.
- The Director will review complaint trends periodically to identify recurring issues and improvements needed to Opsel’s services, training or procedures.
13. Responsibility
Overall responsibility for this policy and its implementation lies with the Director of Opsel. Day-to-day handling of individual complaints is carried out by the Lead Consultant as set out above.
14. Review
This policy is reviewed regularly and updated as required, and in any event at least annually. Next scheduled review: 22nd July 2027.