Complaints

Frequently Asked Questions about Complaints

1) What is a complaint?

A complaint is if we fail to respond or deal reasonably with your issue.

2) How can I make a complaint?

You can make a complaint by completing a form which is available at our offices or request one to be sent to you, writing a letter, sending an e-mail, telephoning our complaints officer Michelle Butler on 01202 264400 or our free phone number on 0800 6523900 or visiting our offices at Beech House.

3) How will you handle my complaint?

There are 3 stages to this process to make sure that you are completely satisfied with the way in which we deal with your complaint, and that you have a fair opportunity to appeal against any outcomes that you disagree with

Stage 1

We ask that you try and resolve any problems with our front line staff informally. However, if you feel you are not able to do this, you may make a formal complaint.

The complaints officer will acknowledge your complaint within 2 working days providing you with a date by when you can expect a response and the name of the manager investigating. We aim to resolve your complaint at this stage within 10 working days.

The investigating officer will write to you to say whether he/she upholds your complaint and explain what action has been proposed as a result.

Stage 2

If you are unhappy with the outcome of your complaint at stage 1, you can contact the complaints officer within 56 days of receiving our response and explain why you are unhappy with the outcome. The complaints officer will acknowledge your wish to proceed to the next stage within 2 working days.

To make sure that a totally independent investigation is carried out, a senior manager who has not been involved in your complaint in any way and does not manage the service that you have complained about will investigate your complaint.

The senior manager will then write to you with the results of their investigation within 10 working days.

Stage 3

If your complaint has still not been resolved to your satisfaction, you can request that the Chief Executive of PHP, Joe Logan, takes a fresh look into your complaint. Please contact the complaints officer within 56 days of receiving our stage 2 response to explain what you remain unhappy about.

The complaints officer will then pass these details to the Chief Executive who will contact you within 3 working days to make arrangements to meet with you.

He will then re-investigate your complaint and the action taken in previous stages and writes to you within 10 working days with his decision.

4) How to appeal a decision?

If you are still dissatisfied after PHP's complaints process is complete, you can contact the Local Government Ombudsman who will look at how your complaint has been handled by us.

Local Government Ombudsman

The Oaks

No.2 Westwood way

Westwood Business Park

Coventry

CV4 8JB

Please note that the Ombudsman will only investigate one PHP have had the opportunity to resolve your complaint through this process.

5) Will I get compensation?

If we find that you have been disadvantaged in some way either by the cause of your complaint or in pursuing it, we will consider paying you compensation.

Generally, compensation will be a payment to recognise distress or inconvenience caused to you. This will be determined by the Manager who investigates your complaint.

Print this page