What happens next
1
We acknowledge
Within three business days of receiving your complaint, we acknowledge that we have it.
2
We review
We look at the complaint and decide whether we need more information or documents. We may call you to clarify a detail.
3
We investigate
Within 10 business days of receiving the complaint, we investigate it. We consider what you sent us, what Baron did, and any other information that helps.
4
We respond
After the investigation, we tell you what we found and what we have done about it.
5
We take action
Where the complaint shows a gap, we change the practice or the policy.
6
We record
We keep a record of the complaint so it can be reviewed. Personal details in that record are handled as described in our privacy notice.
Personal details in a complaint record are handled as described on the privacy page.
If you are not satisfied
Start with the person you are already speaking to. Ask for the next tier only if that step has not resolved it.
Tier 1
First contact
Staff can resolve a complaint in the first conversation, whenever that is possible.
Tier 2
Investigation
If that response is not enough, ask us to escalate the complaint. We investigate the circumstances and tell you what we find.
Tier 3
Management
If you are not satisfied with the investigation, you can ask Baron management for an independent review. Management then works with you to resolve it.
Tier 4
Directors
If you are not satisfied with management's resolution, the complaint goes to Baron's directors. Their decision is the final level at Baron.