What can you expect from us when you make a complaint?
What can you expect from us when you make a complaint?
If we receive a complaint from you, we will do all that we can to help you and we will try to find a solution to any problems you have brought to our attention. We will ensure that:
• Your complaint is acknowledged within 3 working days of the date that it is received
• We will aim to resolve the complaint within 15 working days - if your complaint is more complex, we may need more time.
• We will let you know within the 15 working day period if we think it may take longer to investigate your complaint and tell you how long we expect it to take, providing regular updates.
We will respect your right to confidentiality and privacy, and we will treat you fairly and in accordance with our commitment to equality.
If you are asking us for a service for the first time e.g. repairs, you should give us a chance to put things right. If you are not happy with our response and you let us know, we will then treat it as a complaint.
The person who is investigating your concerns will firstly aim to establish the facts. In some instances, we may ask to meet you to discuss your concerns.