Compliments and Complaints

What is a complaint?

A complaint is defined as ‘an expression of dissatisfaction with the quality of services, with an action or lack of action by New Walk CIC or their staff’.

What is a compliment?

A compliment is ‘a statement of praise: something said to express praise or approval’. A compliment should be recorded when a customer has made a specific effort to give praise such as telephoning or writing to show their satisfaction or appreciation for a service.

How to Complain or Compliment us?

You can make a complaint or pay us a compliment in a number of ways:

A copy of this complaints policy can be found in each of our offices.

We will acknowledge your complaint within five working days and we will aim to resolve your complaint within ten working days. However, if the problem is particularly complex, this may take a little longer. We will let you know if this is the case and then keep you informed of progress.

How will a complaint or compliment be dealt with?

Compliments: All compliments will be recorded and the particular service areas notified. All compliments will be acknowledged within three days of receipt.

Complaints: New Walk CIC will take all complaints seriously and will monitor those complaints to ensure the service is improved as a result. If the complaint is related to a serious matter then you will always be advised to issue a complaint in writing.

We have a three-stage complaints procedure, which is outlined below.

 

Stage One

After making a complaint, your feedback will be passed to the relevant manager to investigate and resolve. The manager will discuss the problem with you, and ask you how you would like your problem to be dealt with. Wherever possible, we will try to resolve your problem immediately. If the complaint is relating to a serious matter and cannot be resolved immediately then you will always be advised to issue a complaint in writing.

At the very least, we will aim to send you a full response within ten working days.

 

Stage Two

If you are unhappy with the manager’s response, you can contact to request that your complaint is reviewed by one of our senior management teams. They will then look at how your problem has been managed, and decide whether there is more we could do. We will send you a full response within twenty working days of you asking for your complaint to be reviewed.

 

Stage Three

If you are still dissatisfied, you can ask us to arrange for a special appeals panel to review your case. The Panel will be heard by staff and board representatives. You will be offered the opportunity to meet with the panel personally, so that you can explain why you are still unhappy. The Panel will be arranged within 15 days of you notifying us that you wish to proceed to stage 3. A full response will be sent to you within five working days of the meeting.

The appeals panel will provide our final response to the concerns that you have raised.

The Housing Ombudsman

If you remain dissatisfied with this response you can go directly to the Housing Ombudsman Service and they may be able to investigate how we dealt with the matter. The contact details for the Housing Ombudsman Service are:

Further Reading

You can find our Compliments and Complaints Policy here.

You can find our self assessment form here.

You can find the Complaints Handling Code here.

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