Complaints Handling Procedure
Relo In House Complaints Handling Procedure (CHP)
A complaint can be made in person, by email or in writing.
The member of staff who received the complaint will try and deal with it at Stage 1 (Frontline Resolution), unless they feel the complaint needs to be forwarded to the CHO and dealt with at Stage 2 (Investigation).
Stage 1 – Frontline Resolution
Relo will try and resolve the complaint immediately in a professionally and timely manner and to the complainant’s satisfaction whenever possible.
If the complaint has managed to be resolved satisfactorily with the complainant then a decision on the complaint will be provided within 5 working days unless there are exceptional circumstances.
If the complaint is resolved, then the complaint closes and the outcome will be recorded in the Relo Complaint Logbook.
If the complainant is not satisfied, Relo will progress the complaint to Stage 2.
Stage 2 – The Investigation
Any complaints reaching Stage 2 of the CHP will be forwarded to the CHO and dealt with specifically by them.
A Stage 2 Complaint can occur when:
The customer is still dissatisfied after the decision at Stage 1 has been communicated. Investigate where it is clear the complaint is particularly complex or will require more detailed investigation than just a Stage 1 response in which case it must be forwarded straight to the CHO.
To deal with a Stage 2 complaint the CHO will send acknowledgement within 3 working days and provide the decision as soon as possible but within 15 working days of receiving the complaint, unless there is an obvious reason for extending this timescale.
The CHO will then investigate the complaint as best they can from the information and evidence provided.
Once the CHO has fully investigated the complaint, a Final Viewpoint Letter is to be sent to the complainant which provides a written statement clearly expressing the final view on all the complaints raised. The Final View Point Letter will also refer the complainant to The Property Ombudsman (TPO) if the complainant remains dissatisfied with the decision, and advise them of the timescale for bringing a complaint to TPO.
If the complaint is resolved at this stage then the complaint will be closed and updated in the complaints system of the outcome.
Stage 3 – The Property Ombudsman (TPO)
If the complainant still expresses dissatisfaction with the final decision then the CHO will refer the complainant to Stage 3 of the Relo IHCHP which requires the complaint to be investigated independently by the Property Ombudsman Services.
Refer Complainant to the TPO at:
The Property Ombudsman
43-55 Milford Street
Any complaints through the TPO will be registered within 6 months from the date received by Relo.
All complaints are to be recorded in the Relo Complaints Handling Logbook, along with the outcome and remedies are taken.
Key of Acronyms
CHP – Complaints Handling Procedure
INCHP – In House Complaints Handling Procedure
CHO – Complaints Handling Officer
TPO – The Property Ombudsman