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COMPLAINTS POLICY JULY 2009

COMPLAINTS POLICY JULY 2009.

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COMPLAINTS POLICY JULY 2009

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  1. COMPLAINTS POLICY JULY 2009

  2. 3.If the complaint remains unresolved to the satisfaction of the customer, the customer can request that the issue is referred to a hearing by Sentinel’s Complaints Panel. The panel comprises of three Board Members; a hearing will be arranged within 20 working days. We aim, where possible, to resolve all complaints within 20 working days. If a complaint is still unresolved after the Complaint Panel hearing, the customer can refer the matter to the Housing Ombudsman Service. What to do if you are not happy with our decision? Where it has been found that the service did not meet our set standards, we will: 1. Apologise, 2. Seek to remedy the issue and award compensation where appropriate, 3. Learn from the experience What will happen where a complaint is difficult or unfounded? Where there is little or no evidence to support a complaint, or where we decide the complaint is unreasonable or vexatious, we reserve the right not to progress our investigation past stage one. Perceived service failures will only be investigated up to 12 months of the incident occurring. Approval Stages Named Departmental Sign off: Val Bagnall 24th July 2009 Named Director Sign off: Implementation Date:

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