1 - PURPOSE
1.1 The purpose of its policy is to set out DBCP's approach towards handling customer feedback and when that feedback results in a complaint, how we deal with that complaint in a timely, fair and consistent way.
2 - SCOPE
2.1 This policy applies to any complainant (definition in section 5) making a complaint against DBCP.
3 - LEGAL FRAMEWORK
3.1 Having an effective complaints policy and procedure is a matter of good practice rather than a legal requirement.
4 - DEFINITIONS
4.1 The following definitions for the purpose of this policy are:
Complaint – is defined as “when dissatisfaction is expressed about our service DBCP would usually expect a complaint to be lodged within 12 months of the event which is being complained about occurring and can be done in person, via the telephone, email or in writing.
Therefore, when a customer contacts us because they are dissatisfied with something we have or have not done, we will consider this to be a complaint. A customer complaint could include one or more of the following:
- A customer is dissatisfied with a delay in providing them with a service
- A customer is dissatisfied because we have failed or refused to provide a service
- A customer is dissatisfied with the poor quality of service they have received, or a mistake has been made
- A customer is dissatisfied because we have withdrawn a service
- A customer is dissatisfied with a staff members behaviour
- A customer considers that they have been unreasonably disadvantaged by our policies
- A customer considers that we have unfairly discriminated against them
Comment – a comment is a general statement about policies, practices or a service as a whole. Comments may question policies and practices, make suggestions for new services or for improving existing services.
Compliment – an expression of praise. It is a positive statement about a service provided by or on behalf of the Company, or about the helpfulness, attitude or approach of a member of staff.
Complainant – A member of the public or a representative acting on their behalf, directly affected by the services we provide or the actions of our staff, contractors or partners whilst working on or undertaking company business.
Unreasonable, persistent or vexatious complaints – complaints which involve aggressive or abusive behaviour, unreasonable demands or unreasonable persistence.
5 - POLICY STATEMENT
5.1 DBCP's vision and values states that we will, amongst other things, work to provide:
- High quality services that meet the needs and improve the quality of life of our customers, promoting equality of opportunity through a culture of openness, fairness and transparency enabling local people to hold us to account.
It is therefore important that our customers have the right to express their views and all customer feedback including compliments, comments and complaints are welcomed in an effort to improve access, service delivery and ensure the best use of resources.
- We acknowledge that sometimes the expectations of our customers are not met, but we are committed to providing a positive and understanding approach when receiving and handling customer feedback including complaints.
- In order to ensure we have in place an effective complaints process, we will ensure that we adhere to the following key principles:
- Creating a culture where complaints are welcomed and seen as an essential part of our wider strategy to collecting customer feedback.
- Taking all expressions of dissatisfaction seriously
- Dealing with complaints in a fair, impartial and timely manner
- Using complaints to review and improve the services we provide
- Having the resources in place to resolve complaints effectively
Ensuring the process for making a complaint is easy to access by:
- Enabling customers to register a complaint in a variety of ways, including through informal channels, ensuring no individual or group are excluded from accessing the process
- Ensuring information about our complaints service is easy to access and understand
- Publicising details of how to make a complaint, the level of service that can be expected and details of how complaints are used to improve services
Getting the basics right by:
- Keeping the number of stages in our complaints process to a minimum and focus on resolving complaints effectively as early as possible
- Effectively resolving complaints within our published timescales
- Keeping customers fully informed throughout the process as to who is handling their complaint, how to contact them and what will happen next and by when
- Keeping clear records of the key decisions made in handling each complaint including details of who made them and why
- Informing customers as to how they might escalate their complaint once our internal procedure is exhausted, if they feel the problem has not been resolved
Tackling the cause of complaints by:
- Carrying out regular analysis to track the causes of complaints over time
- Use this information when reviewing performance and planning service improvements and resources
- Use this information to inform our approach to customer service and staff training
- Publicise and make this information available for scrutiny so that we can be held to account. Monitoring performance and using feedback to continually improve our services by:
- Using performance measures that are focused on monitoring the effectiveness of our complaints process including levels of satisfaction with the way the complaint was dealt with and the outcome of the complaint
- Compare our complaints process to improve quality and deliver value for money
- Publish details of how we have improved our services as a result of learning from complaints unreasonable, persistent or vexatious complainants
- The company occasionally receives complaints from customers whose behaviour and / or frequent contact, may result in a delay in actually dealing with their complaint or, just as importantly, may affect the ability of staff to fairly assist other customers.
- Such people are referred to as ‘unreasonable, persistent or vexatious complainants’ and how we manage these customers will depend upon their nature and extent. If their persistence adversely affects our ability to do our work and provide a service to others, we may need to address unacceptable behaviour by restricting contact with the company.
- However, the company recognizes that it is important to distinguish between people who make a number of complaints because they genuinely believe things have gone wrong and people who are simply being difficult.
- We acknowledge that complainants will often be frustrated and aggrieved and we will therefore consider the merits of their case rather than their attitude
- Similarly, even though someone has made vexatious complaints in the past, we will not assume that the next complaint is also vexatious. Each complaint must be considered and a decision made by the manager as to whether it is vexatious or genuine.
6 - PROCEDURE
6.1 Our complaints handling procedure aims to provide a quick, simple and streamlined process for resolving complaints early providing several opportunities to resolve complaints internally.
6.2 Whilst we aim to resolve straightforward complaints received at Stage 1 in no longer than 5 working days, not all complaints will be satisfactorily resolved in this timescale. These complaints will therefore be escalated to allow an investigation to take place. In these circumstances an acknowledgement letter will be sent initially with a full response provided within 10 working days where possible.
6.3 Once the stage 1 complaint has been completed, the customer has the right to ask for the decision to be reviewed by a manager if they remain dissatisfied. This is referred to as a stage 2 complaint (review stage). On receipt of these complaints an acknowledgement letter will be sent with a full response provided within 15 working days where possible.
6.4 The manager will establish whether:
- The stage 1 complaint was dealt with correctly, within the timescales
- There was an administrative fault
- There was a service failure
- All aspects of the complaint were dealt with
6.5 If the complaint is upheld at any stage of the process, the Company will:
- Apologise
- Take steps to put things right
- Ensure that the same situation doesn’t happen again
Where the decision is taken not to uphold the complaint, the Company will:
- Explain the reason for the decision clearly
- Provide any relevant evidence to support the decision
- Once a stage 2 complaint has been completed, the customer will be informed as to their options should they remain dissatisfied with the outcome and those options will depend on which service their complaint is about.
- Most complaints the Company receive may be dealt with by Ombudsman.
- Alternatively, you can complain to the Building Safety Regulator via the following link https://www.gov.uk/guidance/contact-the-building-safety-regulator
7 - MONITORING PERFORMANCE
7.1 Business coordinator will monitor the complaint from receiving to the complaint being completed.
8 - RESPONSIBILITY
8.1 Whilst the Director has overall responsibility for policy development, monitoring and review, each area manager is responsible for the operational delivery of this policy and associated procedures including staff awareness and training and communication to customers.
9 - REVIEW
9.1 All reviews will consider whether:
- The policy adheres to legislative and / or regulatory requirements and reflects good practice
- The principles of the policy are being met
- The current policy meets the needs and aspirations of our customer base
- Customers are aware of and understand the policy and believe it to be consistent and fair
- The policy provides sufficient choice for customers
- The service offers value for money
10 - VERSIONS AVAILABLE
No other versions are available.
Updated 2018/2021//2022/2023/2025/2026
