Code section 5 - The complaint handling process
Compliant
Yes.
Evidence
We have a single policy for dealing with complaints covered by the Code and individuals are given the option of raising a complaint where they express dissatisfaction that meets the definition of the complaint in our policy.
Commentary and explanation
We have a single Corporate Policy for complaint handling which covers different service areas. Housing has a separate policy which was asked for by the Regulator of Social Housing which follows the Housing Ombudsman Code. The policy gives individuals the option of raising a complaint where they express dissatisfaction.
4.1 of the policy states If a concern cannot be resolved to a customer’s satisfaction at the point of service delivery, or if the customer wishes to make a complaint, a formal complaint must be recorded – unless an exemption, as set out in Section 3.5 is applicable.