COMPLAINTS PROCEDURE

In the event of a complaint by an applicant or their representative regarding the administration of their claim or any other issue, please address this in writing with TopMark in the first instance.

This can be done by;

E-Mail – DMPS.CM@davies-group.com

or

Post – TopMark Claims Management

             2nd Floor  Forsyth Building

             5 Renfield Street

             Glasgow     G2 5EZ

Please head your correspondence, “Complaint”.  Please state the exact nature of your complaint and what outcome(s) you are looking for to satisfy your complaint.

Management of your complaint will be dealt with as follows;

1) TopMark will acknowledge receipt of the complaint within 2 working days of receipt.

2) A designated person will be assigned to handle the complaint and you will be provided with a Complaint Reference Number as well as the name of the designated person.

3) You will be advised of an initial response time within 15 working days.

4) A formal response and any remedial action will be provided within 15 working days of the actual complaint or receipt of the complaint, whichever is later.

5) In the event of an unresolved complaint, the complaint will be escalated by Topmark to the  Department for Work & Pensions (DWP) for review within 7 working days of the complainant’s notification that they are not satisfied with the response

6) A written request is required from the complainant to escalate the complaint to DWP.

7) DWP will acknowledge receipt of the complaint within 3 working days.

8) DWP will provide a formal response to the complainant within 10 working days from the date of the request for review.

9) TopMark will maintain an up-to-date log of all complaints with progress at each stage.

PLEASE NOTE  that this process is purely for complaints arising from TopMark’s administration and handling of an application to the Scheme.

If your application is unsuccessful and you believe that the decision is incorrect, the usual review and appeals process will apply.

For details of the review and appeals process, please follow the link below;

http://www.mesoscheme.org.uk/application-and-appeal-process/