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

Complaints policy and procedure

In this section

  1. Intro
  2. You are here: 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. 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

Aims and Objectives

2.1. This policy aims to ensure that our customers can easily provide feedback about their experience.

2.2. We will aim to resolve customer concerns at the first point of contact, where possible, but where we cannot achieve this, we will ensure complaints are addressed and responded to in a timely manner.

2.3. We will learn from complaints and make improvement to services and ensure we regularly monitor the effectiveness of the complaints process

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