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

Complaints policy and procedure

In this section

  1. Scope
  2. Introduction
  3. Aims and objectives
  4. What is a complaint?
  5. Anonymous complaints
  6. What is the time limit for making complaints?
  7. How complaints can be made?
  8. News articles and social media comments
  9. Who can make a complaint?
  10. Our complaints process
  11. Stage 1 complaints (investigation)
  12. Stage 2 complaints (further investigation and review)
  13. Resolving complaints
  14. You are here: Working with other agencies
  15. The Ombudsman
  16. Complaints spanning more than one service area
  17. Receiving the same complaint from a customer and an MP, Councillor, or other agencies
  18. Meeting our customer's needs
  19. Responding to unacceptable behaviour
  20. Creating a positive complaints culture
  21. Performance reporting and self-assessment
  22. Review
  23. Getting in touch with us
  24. Appendix - Housing Ombudsman Complaint Handling Code Self Assessment

Working with other agencies

13.1    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.
13.2    Personal data will be managed in line with our Data Protection Guidelines.
 

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