Complaints Service Standard
We have developed service standards for each team and the area of work that they cover, to ensure that you receive a consistently high quality service from us.
Complaints: we will...
- Receive your complaint by letter, phone call, visit or e-mail and acknowledge your complaint within 2 working days.
- Refer your complaint to a manager, who will respond to you within 10 working days, telling you whether your complaint has been upheld.
- Carry out an independent investigation if you are not happy with the outcome of your complaint. A senior manager not previously involved in your complaint will carry out the investigation and the outcome will be reported to you within 10 working days.
- Refer your complaint to our Chief Executive if it has still not been resolved to your satisfaction. Our Chief Executive will contact you within 3 working days to arrange to meet you and discuss your complaint. The complaint will be re-investigated and a full response will be sent to you within 10 working days.
- Carry out a satisfaction survey with at least 85% of complainants once their complaint has been resolved.
- Monitor all complaints by reporting to our Board of Directors, to consider what PHP can learn from each complaint.
- Ensure your personal details are kept confidential.