Making a complaint about how we have conducted our review
This section tells you how to complain if you are unhappy about the service you have received. Our decisions can disappoint those who don't get the outcome they had hoped for. But whatever the outcome of your case, we hope you will be satisfied with the level of service we provide.
We know that, as in any organisation, things can sometimes go wrong. Please tell us if this happens, so that we can put things right and learn from any mistakes. We would like to hear from you if you feel dissatisfied with any aspect of our service. For example, if you think we have:
- Treated you unfairly or rudely
- Failed to explain things clearly;
- Caused unreasonable delays.
If you are not happy about the way we are handling a complaint we hope that you will first tell the person handling the case of your concern so that we can provide an explanation.
If you are not satisfied with the explanation which you receive, you should write to or email us, setting out your concerns. Your letter or email will be considered by the Deputy Adjudicator who will decide who is the best person to respond to your concerns.
If the Deputy Adjudicator considers that your correspondence raises issues relating to the merits of your complaint, he/she will refer it to the person who issued the decision on your complaint. If a decision has not yet been issued, he/she will refer it to the person who will be responsible for issuing that decision.
If the Deputy Adjudicator considers that your correspondence raises issues of service quality, she will refer it to the Company Secretary, who will respond to you. The Company Secretary cannot interfere with the review itself; he can only consider service quality issues. The Company Secretary will not normally consider service complaints which are brought more than two months after we have told you that the Complaint Outcome is our Final Decision or the file is otherwise closed.
If the Company Secretary decides that you have raised serious issues relating to the quality of our service, he/she will refer your complaint to the Chair of the Board of Directors. The Board of Directors has no involvement in our reviews or our decisions and will only consider issues of service quality.
When we have considered your complaint, we will write to you with our response. Where we find that things have gone wrong, we will tell you what we have done to put things right. We will keep a record of the service complaints which we receive and we will publish statistical information about those complaints in our Annual Report.