At Housing Disrepair Compensation Claim, we are committed to providing a high-quality service to all our clients. Our dedicated complaints management system ensures that every concern is addressed promptly and fairly. We acknowledge that there may be instances when we do not meet your expectations. This policy outlines how we handle and resolve complaints to ensure your satisfaction with our services.
How to Make a Complaint
- Submission: If you are not satisfied with any aspect of our service, you may submit your complaint via email, phone, or postal mail using the contact details provided on our website.
- Details to Include: Please provide your full name, contact details, and a clear description of your complaint. We also encourage you to include any supporting documents or evidence that could assist in resolving the complaint.
Our Complaints Process
- Acknowledgment: We will acknowledge receipt of your complaint within five working days.
- Investigation: Your complaint will be assigned to a dedicated staff member who will manage the complaint. We will review all aspects of your complaint, assessing all the information provided and any relevant documentation.
- Resolution: We aim to resolve complaints within 28 days of receipt. If the issue is complex and requires more time, we will inform you of the delay and keep you updated on the progress.
- Final Response: Once the investigation is complete, we will provide you with a final response letter detailing the outcome of your complaint and any actions we have taken.
Escalation
- Internal Review: If you are dissatisfied with the initial resolution, you can request a review. This will be conducted by a senior manager who was not involved in the initial decision.
- External Bodies: If you are still not satisfied with our final response, you may refer your complaint to an external body for independent consideration. We will provide you with all necessary contact details.
Continuous Improvement
We are committed to improving our service based on feedback and complaints received. We regularly review our complaints to identify patterns or systemic issues and to develop strategies to prevent such complaints in the future.
Contact Us
If you need more information about our complaints handling process, please contact us via the methods listed on our website.
This policy ensures that all complaints are dealt with fairly, efficiently, and effectively, aiming to resolve any issues in a manner that respects all parties involved.