Complaints Policy and Procedure
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Complaints
CONTENTS
Summary
1. The Policy
2. Good Practice Guidelines for Staff Handling a Complaint
3. Stage 1 - First Stage Complaint
4. Stage 2 - Complaint to the relevant director
5. Stage 3 - Complaint to the members of the Board
6. Stage 4 - Complaint to the Ombudsman
7. Reopening Cases
8. Compensation
9. Recording and Monitoring Complaints
Appendix A: Complaints Flowcharts.
Summary
Definition of a complaint
A complaint is an expression of dissatisfaction made about the standard of service, or lack of
action, which affects anyone using our service. The word 'complaint' does not have to be used by
the person making the complaint.
CBHA aims to provide a high quality service in all areas of work and complaints let us know if we
get it wrong. CBHA aims to resolve complaints amicably, speedily and fairly.
CBHA's procedure has 3 internal stages:
Stage 1
Stage 2
Stage 3
First stage complaint
Complaint to the relevant director
Complaint to the Board
At every stage of the procedure the complainant must express what actions CBHA can take to
resolve the issues that have been raised. This will normally be done when the original complaint is
made or through a complaint progression form at stages 2 & 3.
If the complainant is not satisfied with the response at Stage 3 then they can take the matter to the
Independent Housing Ombudsman Scheme. This is the final stage of the procedure.
CBHA monitors complaints as part of its commitment to providing a quality service and this
information is shared with the Board, staff and residents.
Responsibility – the complaints officer is the CBHA officer with responsibility for dealing with
complaints.
1. The Policy
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Complaints Policy and Procedure
Policy Statement
1.1 CBHA aims to provide a high quality housing service but recognises that, there is often room
for improvement and that service users may be dissatisfied with the standards offered or achieved.
CBHA has a positive approach to receiving complaints and sees them as an important way of
receiving direct feedback from service users. Complaints give us valuable information, enabling us
to assess our performance and help inform the review of policies and procedures.
1.2 The purpose of the complaints procedure is to deal with specific issues and to resolve
problems. The actions of customers who are angry, demanding or persistent may result in
unreasonable demands through the amount of information they seek, the scale of service they
expect or the number of approaches they make. This issue is dealt with further under
‘Unacceptable Customer Action and Behaviour’ below.
1.3 The complaints procedure has been designed to ensure that complaints are resolved to a
timescale in line with the procedure.
1.4 It is important that the staff, in providing services, do not view complaints made as personal
criticisms.
Aims of the Policy and Procedure
1.5 The aims of the policy and procedure are to ensure that:
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Service users have easy access to information about how to complain and that CBHA is
proactive in handling these complaints and this information is easy to understand and use;
Complaints are dealt with fairly and within set time limits
Confidentiality is maintained at all times;
Whenever possible, complaints are resolved as close as practicable to the point they arise;
There is an effective response and appropriate, proportionate redress;
Advice and assistance is given to the complainant should they wish to progress their complaint
to the next stage.
Sources of Complaints
1.6 CBHA can receive complaints from a variety of sources including:
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Residents
Residents representatives or groups
Leaseholders
Other service users
Third party complaints on behalf of one of the above sources where consent has been given
by the individual or organisation.
What are complaints?
1.7 Complaints can be about:
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Something perceived to have been done wrong or badly;
Something not done e.g. if we do not send information out which is requested;
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Complaints Policy and Procedure
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Impolite or unhelpful staff or contractors;
A service not provided within timescales stated;
A failure by CBHA to fulfil its legal duties.
1.8 A complaint must be made within six months of when the problem arises or it will not normally
be investigated.
1.9 Complaints will be accepted in person, verbally or in any written format including electronically.
Where necessary,, CBHA will meet reasonable costs of translating the complaint and other
relevant documentation.
1.10 The Policy does not cover:
Complaints that can be dealt with under an existing procedure, for example:
 The appeals procedure for lettings;
 Right to Repair;
 An initial request for a service or information
 An explanation of CBHA policies and practices;
 Disagreement with CBHA policies and procedures;
 An appeal against the amount of rent charged or
 Disagreement over service charge levels..
Customer Care and Equal Opportunities
1.11 CBHA will treat all complainants in a courteous and professional manner and in accordance
with our Single Equalities policy. The procedure is regarded as fair and impartial and confidentiality
will be respected. Upon request, reasonable translations will be provided and paid for by CBHA.
The Independent Housing Ombudsman Scheme
1.12 CBHA is a member of the Independent Housing Ombudsman Scheme in compliance with the
Housing Act 1996. This enables service users and applicants of homes managed by CBHA to
have their complaints investigated by an outside body once they have been through all the stages
of CBHA's Complaints Procedure. CBHA procedures and literature informs complainants of their
right to take their complaints to the Ombudsman.
1.13 The Complaints Procedure is divided into three stages within CBHA and a fourth stage with
the Ombudsman. This is designed to give the complainant a clear and straightforward path to
follow. Any complainant who appears to have skipped a stage will, other than in exceptional
circumstances, be referred back to the appropriate stage. Complaints will not be progressed
unless they have been fully investigated at the appropriate stage and complainants will not be able
to insist on escalation without good reason. Information for service users and applicants can be
found in the Ombudsman Service leaflet ‘how can the Ombudsman help me’ available from the
area office.
1.14 When, in the opinion of a Management Team member, a complaint cannot be resolved at
subsequent stages of the procedure, CBHA reserve the right to advise the complainant that their
complaint will not be investigated further internally. In such instances, the complainant will be
advised that they have the right to approach the Ombudsman and request an investigation into
CBHA’s handling of the case.
2. Good Practice Guidelines for Staff Handling a Complaint
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Complaints Policy and Procedure
2.1 The following guidelines apply to staff dealing with a complaint:
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Be professional, understanding and patient by showing an interest and actively listening to the
complainant;
Investigate and take seriously all complaints, no matter how trivial they may seem;
Find out if the matter has been raised before;
Offer assistance with completion of the complaints form and give a staff contact name and
telephone number;
Keep the complainant informed of the progress of the complaint at all stages, especially if a
delay is anticipated;
Gather as much information as possible to enable the complaint to be resolved quickly;
If the complaint could be the subject of an Insurance claim against CBHA, liaise with the
Insurance Manager;
Ensure, if possible, that any error is put right and apologise on behalf of CBHA if something
has gone wrong;
Refrain from criticising or blaming the complainant if the problem has arisen from a
misunderstanding on his/her part;
Avoid blaming other parts of the organisation;
Advise the complainant of other steps they may take under this procedure if they are not happy
with the investigation undertaken at any stage and
Ensure no-one is treated unfairly as a result of making a complaint to CBHA.
A written record must be kept of the progress of any complaint.
Other Guidelines
2.2 Other factors to be considered are noted below:
Confidentiality
Confidentiality must be maintained when dealing with a complaint and care must be taken when
discussing details with a third party, for example a relative or carer. CBHA has guidelines on what
information can be shared, in accordance with the Data Protection Act and other good practice.
Complaints about a Member of Staff
If a complaint is made about a member of staff, he/she must be treated fairly and he/she will be
asked for an opinion on the complaint and its justification. Under no circumstances will a member
of staff who is complained about investigate the complaint about them.
Offensive Complaints
If an offensive complaint is made, for example the complainant is racist or discriminatory, this will
be referred to a senior manager who will investigate and respond. It is possible that action may be
taken against the complainant in these circumstances.
Malicious Complaints
A complaint which, upon investigation, is unfounded, and appears to have caused discomfort or
inconvenience to a particular person, will be deemed malicious. In such cases, a member of staff
will contact the complainant outlining the way the matter has been handled, that the matter has not
been proven and that no further action will be taken. The complainant will also be warned about
their future conduct. However, this will not apply when a complaint has been made in good faith.
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Complaints Involving Solicitors
Use of CBHA's internal procedure does not prevent or prejudice service users from seeking legal
redress. However, it should reduce the need for service users to seek remedies by such costly and
time consuming actions. Some complaints come directly into the office via Solicitors relating to
new or potential insurance claims; staff should inform the Insurance Manager and Complaints
officer immediately.
CBHA will not simultaneously investigate a complaint from a customer that is already subject to
the legal process. In addition, CBHA will cease to progress a complaint internally if the matter is
referred to a solicitor.
Unacceptable Customer Actions and Behaviour
CBHA does not normally restrict the contact complainants have with our offices. However, CBHA does not
expect its staff to tolerate behaviour by complainants which is unacceptable, for example, which is abusive,
offensive or threatening, and they will take action to protect staff from that behaviour. When we consider that
a complainant’s behaviour is unreasonable or unreasonably persistent we will tell them why we find their
behaviour unreasonable and we will ask them to change it. If the unacceptable behaviour continues, we will
take action to restrict the complainant’s contact with our offices (see Managing Unreasonable Complainants
policy).
3. Stage 1 - First Stage Complaint
3.1 The vast majority of complaints will fall into this category. A stage 1 complaint may be in
writing, a telephone call or visit to one of CBHA's offices.
3.2 When a stage 1 complaint is made, staff must ensure it is recorded, upon receipt, on the
customer contact system as a stage 1 complaint.
3.3 Where the complaint is the responsibility of another service or department, it will be the
responsibility of the receiving member of staff to record it on the customer contact system and then
pass it on to the relevant Service Manager. The complaint should be passed on in the quickest
possible way, i.e. via email or phone.
3.4 Staff must try, where possible, to resolve the complaint on the spot. This may be possible by
handling the issue directly, discussing it with other local staff or with staff from another service.
Where this is done (e.g. by re-booking a repair appointment) it will not be necessary to register
this as a complaint or send an acknowledgement letter,
Acknowledging the Complaint
3.5 Where the complaint was not resolved on the spot, the member of staff will need to investigate
and send out an acknowledgement of the complaint to the complainant.
Response Time
3.6 The timescale for responding to the complainant is 10 working days. Staff should provide a full
response within 10 working days unless there are extenuating circumstances preventing this.
3.7 Where it is not possible to respond within this timescale, for example where further
investigation is required or information regarding the complaint is pending, the member of staff
should advise the complainant, in writing, before the response deadline. In most circumstances
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this will come from the service manager assigned to deal with the complaint. Care must be taken
to ensure that the complainant is kept informed of progress, is dealing with a named member of
staff and is not passed between sections or offices.
The Response
3.8 A written response should be given to the complainant by the relevant service manager.
Where necessary the response should be translated into the first language of the complainant. If
the complainant cannot read or would find it difficult to understand the content of the reply the
member of staff should arrange for the matter to be discussed either over the phone or in person
by themselves or another appropriate member of staff.
3.9 The reply should give details of the steps taken to investigate the complaint and give reasons
for the conclusion reached. An apology should be given in the following circumstances:
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If it is found that CBHA did something wrong or poorly;
If it is found that CBHA did something it should not have according to its policies and
procedures and legal obligations or
If it is found that CBHA treated someone unfairly, unreasonably, incompetently or in an
inappropriate manner.
The letter should spell out the steps that have been taken to put things right or that will be taken if
the matter is still outstanding. It should state that if the complainant is unhappy with the response
at this stage, then it can be progressed to stage 2. It should state that if we do not hear from the
complainant within 20 working days the case will be closed.
Is the Complainant Satisfied with the response?
3.10 Where the complainant is satisfied with the response, the complaints officer should end stage
1 and close the case on the customer contact system. The complaints officer should write to the
complainant to confirm that the case has been closed.
3.11 Where the complainant does not make contact, having received a response, the case should
be kept open. If after 20 working days the complainant does not make contact the complaints
officer can assume the response was satisfactory, stage 1 can be ended and the case closed on
the customer contact system.
3.12 If within 20 working days the complainant does make contact and is not satisfied with the
response then the complaints officer should end stage 1 on the customer contact system and a
Complaint Progression Form should be sent to the complainant.
3.13 While a case remains unresolved, e.g. while awaiting a major repair, the complaints officer
should email the manager with a reminder to write to the complainant. The manager should write
to the complainant with an update on the current situation and copy the letter to the complaints
officer. The complainant should be contacted in writing each month while the case remains open.
4. Stage 2 – Complaint to the relevant Director
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4.1 If the complainant is not satisfied that the complaint has been investigated effectively and
appropriate action taken to address the issues under stage 1, they may progress the complaint to
stage 2 where it will be considered by the relevant Director. They should be given a copy of the
Complaint Progression Form which they must complete and return. The completed Complaint
Progression Form, including how they feel the complaint could be resolved, should be sent with to
the relevant Director. Upon receipt of the stage 2 complaint, this should be recorded on the
customer contact system.
4.2 If a complainant wants help to fill in the form, perhaps because they cannot read or write, the
member of staff receiving the complaint should offer to assist. The nature of some complaints may
be such that the complainant does not feel it is appropriate for them to do this. For example, if a
complaint is made about a member of staff, then his/her involvement will cease so that CBHA is
seen to be fair to the complainant and that member of staff.
4.4 Audio recordings in English will also be accepted if the complainant has difficulty providing a
written complaint.
Acknowledging the Complaint and interviewing the Complainant
4.5 The relevant Director should acknowledge receipt of the complaint within 5 working days and
should make an appointment to see the complainant and discuss the issues in person.
Response Time
4.6 The time scale for responding to the complaint will be 15 working days. The relevant Director
should, where possible to provide a response within this timescale. The response must be sent by
first class post.
4.7 Where it is not possible to respond within 15 working days, for example where further
investigation is required or information regarding the complaint is pending, the relevant Director
should advise the complainant that it will take longer, giving as near as possible a date when the
complainant is likely to receive a response.
Investigating the Complaint
4.8 The relevant Director should:
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Register the complaint within 5 working days, giving a summary of the nature of the complaint;
Ensure the complainant has provided details why they were not satisfied with the stage 1
investigation and outcomes and advise what action CBHA can take to resolve their outstanding
concerns;
Discuss the complaint with the manager who responded at Stage 1;
Raise the matter with other staff in CBHA as appropriate;
Examine, as necessary, tenancy files and records and
If necessary contact and interview the complainant, to discuss and clarify the issues.
The Response
4.9 A written response should be given to the complainant by the relevant Director. Where
necessary this should be translated into the first language of the complainant. If the complainant
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cannot read or would find it difficult to understand the content of the reply the relevant Director
should arrange for the matter to be discussed either over the phone or in person by themselves or
another appropriate member of staff.
4.10 The reply should give details of the steps taken to investigate the complaint, and give reasons
for the conclusion reached. An apology should be given in the following circumstances:
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If it is found that CBHA did something wrong or poorly;
If it is found that CBHA did something it should not have according to its policies and
procedures and legal obligations or
If it is found that CBHA treated someone unfairly, unreasonably, incompetently or in an
inappropriate manner.
The letter should spell out the steps that have been taken to put things right or that will be taken if
the matter is still outstanding. It should also state that if the complainant is unhappy with the
investigation or the actions proposed to deal with the issues at this stage, then it can be
progressed to stage 3. It should state that if we do not hear from the complainant within 20 working
days the case will be closed.
Is the Complainant Satisfied with the response?
4.11 Where the complainant is satisfied with the response, the relevant Director should request the
complaints officer to end stage 2 and close the case on the customer contact system. The relevant
Director should write to the complainant to confirm that the case has been closed.
4.12 Where the complainant does not make contact, having received a response, the case should
be kept open. After one month the complaints officer will write to say that the complaint has been
reviewed by the Complaints officer and as 20 working days have elapsed the case has been
closed.
4.13 If within 20 working days the Complainant does make contact and is not satisfied with the
response then the relevant Director should end stage 2 on the customer contact system and send
a Complaint Progression Form to the complainant.
4.14 While a case remains unresolved, the complaints officer should email the relevant Director
every 10 working days with a reminder. The relevant Director should write to the complainant with
an update on the current situation and copy the letter to the complaints officer at least every 20
working days while the case remains open.
5. Stage 3 - Complaint to the Board
5.1 If the complainant is unhappy with the answer they received at stage 2 they should complete
the Complaint Progression Form for stage 3 and the matter will be referred to the Board
Complaints Panel. All relevant documentation will need to be passed to the relevant Director; upon
receipt the Complaints Officer should ensure it is recorded on the customer contact system as a
stage 3 complaint.
Acknowledging the Complaint
5.2 The complaint will be acknowledged on behalf of the relevant Director within 5 working days.
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5.3 The Complaints Officer will check that the complainant has followed both stages 1 and 2 of the
procedure and will ask him/her to follow these stages if either has been missed. However, in
exceptional cases the relevant Director may decide that the complaint should be allowed to miss
an earlier stage.
5.4 The relevant Director will then arrange for the complaint to be referred to the Complaints
Panel. He/she will ensure the complainant is advised when and where the panel is to be held and
will make arrangements for them to attend the panel if they wish to.
The Rights of the Complainant
5.5 The Complaints Officer will contact the complainant to inform him/her of the format of the
meeting and the procedure for the panel. The letter informing the complainant must be sent by first
class post. Papers prepared for the Panel should be copied to the complainant in advance of the
hearing so that they have the opportunity to comment; any comments received should be
forwarded to the Panel before the meeting.
5.6 The complainant can choose to attend the Complaints Panel meeting to put his/her case or
they may rely on any evidence they have provided previously. In addition, the complainant can
bring a friend, relative or other resident representative for moral support. It should be noted,
however, that legal representatives are not allowed to attend. The complainant should let CBHA
know at least 7 days before the meeting whether they wish to attend and the details of anyone
who will be attending with them.
5.7 CBHA will, upon request, provide transport to and from the panel from the home address for
the complainant and anyone attending with them.
5.8 CBHA will, upon request, engage an interpreter or signer to attend the Complaints Panel.
The Complaints Panel
5.9 The Complaints Panel represents the final stage in CBHA's internal procedure and very few
complaints should reach this level. It can be expected that if the Complaints Policy and Procedure
is working well, the majority should be satisfactorily resolved at earlier stages. This is the final
opportunity for CBHA to put the matter right and to assure itself that all reasonable steps have
been taken.
5.10 CBHA has a conciliatory approach towards complaints and aims to settle disputes amicably
and fairly. For this reason, the Complaints Panel will make every effort to make the complainant
feel as comfortable as possible in the circumstances. Questions from the Complaints Panel will be
aimed at obtaining the full picture from the complainant's perspective.
5.11 The Complaints Panel will consider all of the information presented. The complainant will be
in attendance when officers present their reports to the Complaints Panel and will leave thereafter.
Officers will not give evidence after the complainant has withdrawn from the room. The relevant
Director will not give evidence except where s/he is personally involved in a complaint. At the
request of the complaints panel all officers may be required to leave the room. The Complaints
Panel may decide to ask an officer or the complainant to return to the room if, for example, further
information is required or any aspects of the case requires clarification.
5.12 The Complaints Panel will:
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Consider the complaint made against CBHA and decide whether to overturn the previous
decision(s) taken by officers;
Ensure that policy has been implemented with discretion where appropriate;
Ensure that reasonable care has been taken with the way the complainant has been dealt with
and that there have been no unreasonable delays;
Consider offering compensation and
Recommend future changes to policy or practice.
The Response
5.13 The Chair of the Complaints Panel will write to the complainant to advise him/her of the
Panel’s decision within 10 working days. The response will be sent by first class post. The letter
will advise the complainant that this is the final answer of CBHA and if they are unhappy with the
answer at this stage they may take their complaint to the Independent Housing Ombudsman at:
81 Aldwych
London
WC2B 4HN
Telephone - 0300 111 3000
Fax - 020 7831 1942
Email - info@housing-ombudsman.org.uk
5.14 Where necessary, this should be translated into the first language of the complainant. If the
complainant cannot read or would find it difficult to understand the content of the reply the relevant
Director should arrange for the matter to be discussed, either over the phone or in person by
themselves or another appropriate member of staff.
Is the Complainant satisfied with the response?
5.15 Where the Complainant is satisfied with the response, the relevant Director should arrange to
end stage 3 and close the case on the customer contact system.
5.16 Where the complainant does not make contact, having received a response, the relevant
Director should keep the case open for 20 working days, for the complainant to make contact. If
after 20 working days the complainant does not make contact the relevant Director can assume
the response was satisfactory, stage 3 can be ended and the case closed on the customer contact
system.
5.17 If within 20 working days the complainant does make contact and is not satisfied with the
response then the relevant Director should end stage 3 on the customer contact system and
indicate that the case may be referred to the Ombudsman..
6. Stage 4 - Complaint to Ombudsman
6.1 If the complainant is unhappy with the answer they received at stage 3 they can write to the
Independent Housing Ombudsman Scheme. Staff involved in handling complaints should publicise
the role of the Ombudsman. The publicity leaflets produced by the Ombudsman Service should be
on display at Area Offices and freely available on demand.
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Cases Referred Back by the Ombudsman
6.2 The Ombudsman will check that the complainant has followed CBHA's internal procedure. It
will advise the complainant that it cannot take up the case until they have pursued all the stages.
The Ombudsman may also advise the complainant that it cannot take up the case if it is outside
the remit of the scheme or if it refers to matters that occurred more than 12 months ago (see the
Ombudsman Scheme booklet for information on the complaints the Ombudsman will investigate).
The Ombudsman will notify CBHA if it is referring the case back and provide a report of the nature
of the complaint.
6.3 Where a complaint is referred back, the relevant Director will acknowledge the referral and
advise the Ombudsman as to the action CBHA will take. He/she will keep the Ombudsman
updated as required on the progress of the complaint.
6.4 CBHA will, if there is sufficient information about the issue from the information supplied by the
Ombudsman; answer the complaint within 15 working days.
6.5 If there is insufficient information about the issue when a complaint is referred back from the
Ombudsman, the relevant Director should write to the complainant advising them to take their
complaint through the CBHA internal system. This would, for example, be stage 1 if the
complainant had not already raised it with CBHA. A copy of the service users' leaflet ‘How to make
a Complaint’ should be enclosed. Should the complainant then choose to make a complaint to
CBHA directly it will be treated in the same way as any others under this policy and procedure.
7. Reopening Cases
7.1 At each stage all cases will be held open for 20 working days. If the complainant is satisfied or
does not reply, the case will be closed. If the complainant contacts CBHA after 20 working days
has elapsed and indicates that s/he is not satisfied, a decision will be made about whether the
complaint is progressed.
7.2 Where a request is received to re-open a case outside the timescales a decision will be taken
by a service head and a director, based on the circumstances around the request. The reasons for
the decision will be documented on the customer contact system.
8. Compensation & Insurance claims
8.1 Any complaint requesting compensation should be referred to the investigating manager and
dealt with in accordance with the Compensation Policy and Procedure.
Insurance Claims
8.2 If a member of staff receives a complaint regarding an insurance claim it should immediately
be passed to the Group Insurance Manager. If there is uncertainty whether the complaint may
refer to an insurance claim, the Insurance Manager should be contacted for advice.
9. Recording and Monitoring Complaints
9.1 Monitoring is important because it enables CBHA to:
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Chart the progress of complaints and check that timescales are complied with and
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Assess the volume and nature of complaints so that policies and procedures can be evaluated
and failures in the service identified.
9.2 Monitoring information will be shared with Board, staff and residents. This information will be
prepared by the Complaints Officer.
Reports to Board/Sub-committees
9.3 Management reports of complaints will be presented to the Board / sub-committee and will
include:
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The number of stage 1, 2 and 3 complaints received in the last reporting period with an
analysis of the nature of the complaints;
The number of complaints at each stage which have not been responded to within the set time
scales;
Any update on the outcome of cases that had previously reached stage 3;
The number of complaints being investigated by the Ombudsman with a summary of the
nature of the complaint;
Any update on the outcome of cases that have previously reached the Ombudsman;
A record of any compensation payments made and the reason and
A breakdown of complainants by ethnicity.
Reports to Management Team
9.4 CBHA Management Team will receive reports as outlined above for the Board./ sub-committee
as well as weekly updates listing any complaints remaining open for more than one month.
Reports from the Ombudsman
9.5 The reports from the Ombudsman can be viewed on the Ombudsman website - www.housingombudsman.org.uk.
10. Consultation
10.1 This policy will be reviewed in consultation with tenant groups at least every three years.
11. Review
11.1 CBHA Board will review the complaints policy at least every three years.
Effective from: April 2012
Review date: April 2017
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Appendix A: Complaints Flowcharts
STAGE 1 – First Stage Complaint
The Complaint may be Verbal or Written
Record complaint on the customer contact system
upon receipt.
This starts STAGE 1
Forward complaint to relevant service
manager and send out
acknowledgement of complaint
Send response within 2 weeks (or
inform tenant if there will be a delay)
Has the complainant made
contact?
No
Has one
month
passed?
No
Yes
Yes
Is the complainant satisfied with
the response?
No
Yes
End STAGE 1 and close
CASE on the customer
contact system
contactsystem system
END
End STAGE 1 on the
customer contact system.
Proceed to STAGE 2. See
Flowchart Two
END
NB – information can be updated
when necessary, at any time, on the
customer contact system
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STAGE 2 – Complaint to the relevant Director
The Complaint may be Verbal or Written
Record complaint on the customer contact system
upon receipt.
This starts STAGE 2
The complaint with all documentation should be
passed to the relevant Director
Send out acknowledgement of complaint within
1 WEEK and arrange interview with the
complainant
Send response to complaint within 3 weeks
Has the complainant made
contact?
No
Yes
Has one
months
passed?
No
Yes
Is the complainant satisfied with
the response?
No
Yes
End STAGE 1 and close
CASE on customer contact
system.
END
End STAGE 2 on the customer
system. Proceed to STAGE 3. See
Flowchart 3
END
NB – information can be updated
when necessary, at any time, on the
customer contact system
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Stage 3 – Complaint to the Board
The Complaint may be Verbal or Written
Record complaint on the customer system upon
receipt.
This starts STAGE 3
The complaint with all documentation should be
passed to the relevant Director
Complainant should be advised of the date the
case will he heard at the next convenient
meeting of the Complaints Panel
Send response following Complaints
Panel decision
Is complainant satisfied with
the response?
Yes
No response from complainant
End STAGE 3
and close CASE
on the customer
contact system
END
Case to be left open for one
month for Complainant to
make contact
No
End STAGE 3 on Customer
Contact System. Proceed
to STAGE 4
Complaint to
OMBUDSMAN
Has the complainant
made contact?
Yes
No
Is the complainant satisfied
with the response?
Yes
End STAGE 3 and close
CASE on the customer
contact system
No
END
End STAGE 3 and
close CASE on
Customer
Contact system
END
End STAGE 3. Proceed to STAGE
4,
Complaint to OMBUDSMAN
Page 15 of 15