Complaints Policy

Listening, Learning, Improving

All Services 4U is committed to providing excellent service. However, we recognise that sometimes things go wrong. When they do, we want to know about it so we can put things right and prevent similar problems in the future. We treat all complaints seriously and aim to resolve them fairly, promptly, and transparently.

This policy applies to complaints from clients, residents, and anyone affected by our services.

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

What is Not a Complaint

The following are not complaints under this policy:

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:

Complaining on Behalf of Someone Else

You can complain on behalf of someone else if:

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:

Accessibility

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

Please let us know how we can help.

Our Complaints Process

We operate a three-stage complaints process.

Stage 1 — Initial Response

Timescales:

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:

Stage 2 — Escalation Review

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

How to escalate:

Timescales:

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:

For Residents (Housing Association Properties):

For Residents (Private Rented):

For All Complaints:

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:

Your Involvement

During the investigation:

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:

Partially Uphold the Complaint

If some aspects of the complaint are upheld:

Not Uphold the Complaint

If investigation shows we met our standards:

Remedies and Compensation

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

Remedies May Include

Compensation

We consider compensation where our failure has caused:

Compensation is assessed based on:

We aim to be fair and consistent in our approach.

Learning from Complaints

We use complaints to improve our services.

How We Learn

Reporting

Examples of Improvements

Past complaints have led to:

Unreasonable Complaints and Behaviour

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

Unreasonable Behaviour

Our Response

If behaviour becomes unreasonable:

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

Vexatious Complaints

A complaint may be considered vexatious if:

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:

Complaints About Subcontractors

If your complaint relates to work by a subcontractor:

Complaints Involving Insurance

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

Complaints Involving Legal Proceedings

If legal proceedings have been issued or are threatened:

Complaints to External Bodies

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

Housing Ombudsman

For residents of housing association properties:

Trading Standards

For consumer protection matters:

Health and Safety Executive

For health and safety concerns:

Gas Safe Register

For concerns about gas safety:

NICEIC

For concerns about electrical work:

Information Commissioner’s Office

For data protection concerns:

Confidentiality and Data Protection

Your Information

When you make a complaint:

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

Responsibilities

Complaints Team

Complaint Handlers

Senior Managers

Managing Director

All Staff

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.

This policy should be read in conjunction with:

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

Related Policies

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

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.

All Service 4U Limited | Company Number: 07565878

All Service 4U Limited | Company Number: 07565878

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