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  2. Content types
  3. Policies
  4. Complaints policy and procedure

Complaints policy and procedure

In this section

  1. Intro
  2. Aims and Objectives
  3. What is a complaint?
  4. Anonymous Complaints
  5. What is the time limit for making complaints?
  6. How complaints can be made
  7. News Articles and social media comments
  8. Who can make a complaint?
  9. Our Complaints Process
  10. You are here: Working with other agencies
  11. Redress/Compensation
  12. The Ombudsman
  13. Complaints spanning more than one service area
  14. Receiving the same complaint from a customer and an MP, Councillor, or other agencies
  15. Dealing with abusive and threatening behaviour
  16. Vexatious and persistent behaviour
  17. Responsibility
  18. Performance and Monitoring
  19. Review
  20. Getting in Touch
  21. Data Protection
  22. Equality Act 2010
  23. Appendix 1 - Complaint Handling Procedure
  24. Appendix 2 & 3 - Process Flowcharts
  25. Appendix 4 - Housing Ombudsman Complaint Handling Code Self Assessment

Working with other agencies

10.1. Where necessary, we will liaise with other agencies as part of the complaint investigation to ensure that all information relevant to the complaint can be considered as part of the investigation and review.

10.2. Personal data will be managed in line with our Data Protection Guidelines.

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