Complaints, Compliments & Comments we have conducted investigations We value your views and would like to and find that we have got things wrong hear what you think of the services we we will apologise, explain what went provide to you. wrong and tell you what action we will take to put things right. There are a range of ways by which you can give us feedback: What is a complaint? Visit one of our offices A complaint is an expression of Ring us on 0800 169 2988 free from – dissatisfaction where a response is most UK landline phones and mobiles expected. You may experience this us at when you: customer@plusdane.co.uk Complete and return the form at the Think we have done something back of this leaflet incorrectly or below standard Write to us Think we have not acted as quickly as Speak to a member of staff we said we would You can also choose to have someone Think we have not done something we else feedback on your behalf, for should have example, a councillor or MP. Are not happy with a decision we have made Please ask if you need any help to Are unhappy with our staff or give us feedback. contractors. Complaints Examples of issues that will not be considered as complaints are: If you are unhappy with the service you receive from us you can tell us by Neighbour disputes, unless you wish making a complaint. Anyone who to complain about the way in which we receives or requests a service can have dealt with the case make a complaint. Issues where legal action has commenced and where a court or We aim to resolve any concerns or tribunal will decide the outcome complaints at the first point of contact, Initial requests for service, for example but there may be instances where you reporting a repair want to take matters further. An issue over 6 months old (although, we may at our discretion, consider issues older than this, if there is a
Complaints, Compliments & Comments We value your views and would like to hear what you think of the services we provide to you. There are a range of ways by which you can give us feedback: Visit one of our offices Ring us on 0800 169 2988 – free from most UK landline phones and mobiles us at customer@plusdane.co.uk Complete and return the form at the back of this leaflet Write to us Speak to a member of staff You can also choose to have someone else feedback on your behalf, for example, a councillor or MP. Please ask if you need any help to give us feedback. Complaints If you are unhappy with the service you receive from us you can tell us by making a complaint. Anyone who receives or requests a service can make a complaint. We aim to resolve any concerns or complaints at the first point of contact, but there may be instances where you want to take matters further. we have conducted investigations and find that we have got things wrong we will apologise, explain what went wrong and tell you what action we will take to put things right. What is a complaint? A complaint is an expression of dissatisfaction where a response is expected. You may experience this when you: Think we have done something incorrectly or below standard Think we have not acted as quickly as we said we would Think we have not done something we should have Are not happy with a decision we have made Are unhappy with our staff or contractors. Examples of issues that will not be considered as complaints are: Neighbour disputes, unless you wish to complain about the way in which we have dealt with the case Issues where legal action has commenced and where a court or tribunal will decide the outcome Initial requests for service, for example reporting a repair An issue over 6 months old (although, we may at our discretion, consider issues older than this, if there is a
complaintscomplimentscommentsaug2016.docx