Complaints Policy

Our Commitment

We are committed to:

1. Accessibility: Making it easy to complain
2. Responsiveness: Acknowledging complaints promptly
3. Fairness: Investigating impartially and objectively
4. Resolution: Putting things right where we have failed
5. Communication: Keeping you informed throughout
6. Learning: Using complaints to improve our services
7. Respect: Treating all complainants with courtesy and dignity

What is a Complaint?

A complaint is any expression of dissatisfaction about our services, actions, or lack of action.

Examples of Complaints

• Poor quality of work
• Missed or late appointments
• Unprofessional behaviour by staff
• Failure to complete work
• Damage to property
• Poor communication
• Billing or invoice disputes
• Failure to respond to enquiries
• Breach of policies or procedures

What is Not a Complaint

The following are not complaints under this policy:

• Routine service requests or enquiries
• First-time reports of issues requiring repair
• Requests for information
• Insurance claims (handled separately)
• Legal disputes or claims (referred to legal advisers)

If you are unsure whether your concern is a complaint, please contact us and we will advise.

Who Can Complain?

Anyone affected by our services can complain, including:

• Clients (property managers, housing associations, landlords)
• Residents and tenants
• Leaseholders and homeowners
• Members of the public
• Suppliers and subcontractors

Complaining on Behalf of Someone Else

You can complain on behalf of someone else if:

• You have their written consent, or
• You are their legal representative, or
• They are unable to complain themselves (e.g., due to vulnerability)

How to Complain

We make it easy to raise a complaint.

Contact Options

By Phone Phone: [Phone number] Hours: Monday to Friday, 8:00am to 5:00pm

By Email Email: complaints@allservices4u.co.uk

By Post Complaints Team All Services 4U [Address]

Online Complete the complaints form at: [Website URL]

In Person Speak to any member of our team or visit our office

Information to Provide

To help us investigate your complaint, please provide:

• Your name and contact details
• Property address (if applicable)
• Date(s) of the issue
• Description of what went wrong
• Names of any staff involved (if known)
• Any reference numbers (job number, invoice number)
• What you would like us to do to resolve it
• Any supporting evidence (photos, documents, correspondence)

Accessibility

If you need help making a complaint due to disability, language, or other reasons:

• We can accept complaints verbally
• We can arrange interpreters or translation
• We can provide information in alternative formats
• We can involve an advocate on your behalf

Please let us know how we can help.

Our Complaints Process

We operate a three-stage complaints process.

Stage 1 — Initial Response

Timescales:

• Acknowledgement: Within 2 working days
• Response: Within 10 working days

Process:

1. We acknowledge your complaint within 2 working days
2. We assign a Complaint Handler to investigate
3. The Complaint Handler reviews the facts and speaks to relevant people
4. We provide a written response within 10 working days
5. The response includes our findings and any actions we will take

If we need more time:

If the complaint is complex, we may need longer to investigate. We will:

• Contact you to explain why
• Agree a revised timescale
• Keep you updated on progress

Stage 2 — Escalation Review

If you are not satisfied with our Stage 1 response, you can escalate to Stage 2.

How to escalate:

• Request escalation within 20 working days of receiving the Stage 1 response
• Explain why you remain dissatisfied
• Email: complaints@allservices4u.co.uk or write to us

Timescales:

• Acknowledgement: Within 2 working days
• Response: Within 20 working days

Process:

1. Your complaint is reviewed by a senior manager not involved in Stage 1
2. They review the original complaint, investigation, and your reasons for escalation
3. They may conduct further investigation
4. We provide a written response within 20 working days
5. This is our final internal response

Stage 3 — External Review

If you remain dissatisfied after Stage 2, you may refer your complaint externally.

For Clients:

• You may refer disputes to mediation or arbitration as per your contract terms

For Residents (Housing Association Properties):

• You may refer to the Housing Ombudsman Service after completing our internal process
• Website: www.housing-ombudsman.org.uk
• Phone: 0300 111 3000

For Residents (Private Rented):

• You may seek advice from Citizens Advice
• Website: www.citizensadvice.org.uk

For All Complaints:

• You may seek legal advice at any stage
• We are happy to engage in alternative dispute resolution

Complaint Timescales Summary

Stage	Acknowledgement	Response
Stage 1 — Initial Response	2 working days	10 working days
Stage 2 — Escalation Review	2 working days	20 working days
Stage 3 — External Review	N/A	As per external body

What Happens During Investigation

Our Investigation Process

When investigating a complaint, we may:

• Review job records and documentation
• Examine photographs and evidence
• Interview staff involved
• Visit the property (if appropriate)
• Review correspondence and communications
• Consult technical experts
• Request additional information from you

Your Involvement

During the investigation:

• We may contact you for more information
• We will keep you updated on progress
• You can provide additional evidence at any time
• You can have someone support or represent you

Confidentiality

We treat complaints confidentially. Information is shared only with those who need to know to investigate and resolve the complaint.

Possible Outcomes

Following investigation, we may:

Uphold the Complaint

If we find we have failed to meet our standards:

• We will apologise
• We will explain what went wrong
• We will put things right (e.g., complete work, rectify defects)
• We may offer compensation or a goodwill gesture
• We will take steps to prevent recurrence

Partially Uphold the Complaint

If some aspects of the complaint are upheld:

• We will explain which parts we accept
• We will explain why other parts are not upheld
• We will take appropriate action on the upheld elements

Not Uphold the Complaint

If investigation shows we met our standards:

• We will explain our findings clearly
• We will provide evidence supporting our conclusion
• We will explain your options if you disagree

Remedies and Compensation

Where we have failed, we aim to put things right.

Remedies May Include

• Apology (verbal and/or written)
• Completing outstanding work
• Rectifying defective work
• Replacing damaged items
• Refund or credit
• Compensation for loss or inconvenience
• Changes to our processes to prevent recurrence

Compensation

We consider compensation where our failure has caused:

• Financial loss
• Significant inconvenience
• Distress
• Time and trouble

Compensation is assessed based on:

• The nature and severity of the failure
• The impact on you
• How long the problem persisted
• Our response and how we handled the complaint

We aim to be fair and consistent in our approach.

Learning from Complaints

We use complaints to improve our services.

How We Learn

• All complaints are logged and analysed
• We identify trends and recurring issues
• We investigate root causes
• We implement improvements
• We share learning across the organisation
• We monitor the effectiveness of changes

Reporting

• Complaint data is reviewed monthly by management
• Quarterly reports are provided to senior management
• Annual complaint analysis informs service improvement

Examples of Improvements

Past complaints have led to:

• Improved appointment booking systems
• Additional training for staff
• Better communication procedures
• Changes to working practices
• Enhanced quality checks

Unreasonable Complaints and Behaviour

We are committed to dealing with all complaints fairly. However, we will not tolerate:

Unreasonable Behaviour

• Aggressive, abusive, or threatening language
• Personal insults or discriminatory remarks
• Persistent contact that is excessive or harassing
• Unreasonable demands on staff time
• Refusing to accept documented decisions
• Changing the substance of a complaint repeatedly
• Making knowingly false statements

Our Response

If behaviour becomes unreasonable:

• We will ask you to change your behaviour
• We may limit contact to specific methods or times
• We may require a single point of contact
• In extreme cases, we may decline to investigate further

We will always explain our reasons and provide a right of appeal.

Vexatious Complaints

A complaint may be considered vexatious if:

• It is clearly designed to cause disruption
• It has no reasonable basis
• It is pursued despite clear evidence it is unfounded
• It is part of a pattern of unreasonable behaviour

We may decline to investigate vexatious complaints, but we will explain our reasons and offer an appeal.

Complaints About Specific Issues

Complaints About Staff

If your complaint is about the behaviour or conduct of a staff member:

• We will investigate under this policy
• If there are potential disciplinary matters, these are handled separately under our internal procedures
• We will not disclose the outcome of any disciplinary action to you (due to confidentiality)
• We will confirm what action we have taken to address your complaint

Complaints About Subcontractors

If your complaint relates to work by a subcontractor:

• We take responsibility as the main contractor
• We will investigate and respond
• We will address the matter with the subcontractor
• We may take action including retraining, supervision, or removal

Complaints Involving Insurance

If your complaint relates to damage or loss that may be an insurance matter:

• We will still investigate under this policy
• We may need to refer to our insurers
• Timescales may be extended if insurance investigation is required
• We will keep you informed

Complaints Involving Legal Proceedings

If legal proceedings have been issued or are threatened:

• We may pause our complaints process
• Matters may be referred to our legal advisers
• We will continue to communicate appropriately
• Resolution may be sought through legal channels

Complaints to External Bodies

You have the right to complain to external bodies at any time.

Housing Ombudsman

For residents of housing association properties:

• Complete our internal process first (Stages 1 and 2)
• The Housing Ombudsman can investigate if you remain dissatisfied
• Website: www.housing-ombudsman.org.uk
• Phone: 0300 111 3000

Trading Standards

For consumer protection matters:

• Contact via Citizens Advice Consumer Service
• Website: www.citizensadvice.org.uk/consumer
• Phone: 0808 223 1133

Health and Safety Executive

For health and safety concerns:

• Website: www.hse.gov.uk
• Phone: 0300 003 1747

Gas Safe Register

For concerns about gas safety:

• Website: www.gassaferegister.co.uk
• Phone: 0800 408 5500

NICEIC

For concerns about electrical work:

• Website: www.niceic.com
• Phone: 0333 015 6625

Information Commissioner’s Office

For data protection concerns:

• Website: www.ico.org.uk
• Phone: 0303 123 1113

Confidentiality and Data Protection

Your Information

When you make a complaint:

• We collect information necessary to investigate
• We keep your information confidential
• We share information only with those who need to know
• We retain records in accordance with our retention policy
• We process data in accordance with UK GDPR

Privacy

For full details of how we handle personal data, see our Privacy Policy.

Freedom of Information

We are not a public authority and are not subject to the Freedom of Information Act. However, we aim to be transparent and will share information where appropriate.

Monitoring and Performance

We monitor our complaints handling performance.

Key Performance Indicators

Indicator	Target
Stage 1 acknowledgement within 2 working days	100%
Stage 1 response within 10 working days	95%
Stage 2 response within 20 working days	95%
Complaints resolved at Stage 1	85%
Complainant satisfaction with handling	80%

Performance Reporting

• Monthly: Operational review of complaints
• Quarterly: Management report on complaints and trends
• Annually: Board review of complaints performance

Responsibilities

Complaints Team

• Receiving and logging complaints
• Assigning Complaint Handlers
• Monitoring timescales
• Quality assurance
• Reporting and analysis

Complaint Handlers

• Investigating complaints fairly and thoroughly
• Gathering evidence and interviewing staff
• Providing clear written responses
• Recommending remedies and improvements

Senior Managers

• Reviewing Stage 2 escalations
• Ensuring learning is implemented
• Monitoring performance
• Resource allocation

Managing Director

• Overall accountability for complaints handling
• Reviewing serious or high-profile complaints
• Approving significant compensation
• Strategic oversight

All Staff

• Trying to resolve issues before they become complaints
• Cooperating with investigations
• Learning from complaints
• Treating complainants with respect

Feedback About Our Complaints Process

We welcome feedback about how we handle complaints.

If you have suggestions for improving our complaints process:

Email: complaints@allservices4u.co.uk Phone: [Phone number]

We review feedback and use it to improve our approach.

Related Policies

This policy should be read in conjunction with:

• Quality Policy
• Code of Conduct
• Customer Service Standards
• Privacy Policy
• Equality, Diversity and Inclusion Policy

Approval

This Complaints Policy has been approved by the Managing Director and applies to all complaints received by All Services 4U.

Signed:

[Name] Managing Director All Services 4U

Date: [Date]

Review Date: [Date + 1 year]

Contact Us

Complaints Team Email: complaints@allservices4u.co.uk Phone: [Phone number] Post: Complaints Team, All Services 4U, [Address]

Online Form [Website URL]/complaints

Quick Reference

How to Complain

1. Contact us by phone, email, post, or online
2. Tell us what went wrong and what you want us to do
3. Provide any evidence or reference numbers

Our Response

Stage	Acknowledgement	Response
Stage 1	2 working days	10 working days
Stage 2	2 working days	20 working days

If You Remain Dissatisfied

• Request Stage 2 escalation within 20 working days
• After Stage 2, you may refer to external bodies

Our Promise

✓ We will take your complaint seriously
✓ We will investigate fairly
✓ We will keep you informed
✓ We will put things right if we have failed
✓ We will learn from complaints

All Services 4U is committed to resolving complaints fairly and promptly. We value your feedback and use it to improve our services.