Complaints Procedure

Stage 1 — Tell us

Contact us with what happened, when, and the site, order or tenancy it relates to. We acknowledge every complaint within two working days and tell you who is handling it.

Stage 2 — Investigation

The manager responsible for that division reviews the records, speaks to the staff involved and comes back to you with findings and any action we are taking. We aim to do this within ten working days, and will tell you if a case needs longer.

Stage 3 — Review

If you are not satisfied with the outcome you can ask for a director-level review. Ask within 20 working days of our response and we will look at the case again independently of the first decision.

Taking it further

If we cannot resolve matters between us, you may be able to escalate depending on the service:

• Security services — the Security Industry Authority for licensing and conduct concerns.
• Property and tenancies — the relevant housing provider's complaints route, and thereafter the Housing Ombudsman.
• Retail purchases — your statutory rights, and your card provider where a payment is in dispute.
• Data protection — the Information Commissioner's Office.

Our records

We log every complaint, what caused it and what changed as a result. Those records are reviewed so the same issue does not recur, and are kept in line with our Privacy Policy.