Complaints procedure

Oastbrook Estates

Who can make a complaint?

This complaints procedure is designed to resolve any complaints in a structured manner

The difference between a concern and a complaint

A concern may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’.

A complaint may be defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action’.

It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage and complaints should be raised as soon as an issue arises so that we have an opportunity to resolve it, if complaints are raised after an event it may not be possible to resolve the issue. Many issues can be resolved informally, without the need to use the formal stages of the complaints procedure so we encourage a dialogue with our customers initially to understand what the issue is. Oastbrook takes concerns seriously and will make every effort to resolve the matter as quickly as possible.

If you have difficulty discussing a concern with a particular member of staff, we will respect your views. In these cases, Oastbrook , will refer you to another staff member. Similarly, if the member of staff directly involved feels unable to deal with a concern, Oastbrook will refer you to another staff member. The member of staff may be more senior but does not have to be. The ability to consider the concern objectively and impartially is more important.

We understand however, that there are occasions when people would like to raise their concerns formally. In this case, Oastbrook will attempt to resolve the issue internally, through the stages outlined within this complaints procedure.

How to raise a concern or make a complaint

A concern or complaint can be made in person, in writing or by telephone.

Concerns should be raised with Nick Brewer, Director 07496727014 nick@oastbrook.com. If the issue remains unresolved, the next step is to make a formal complaint.

For ease of use, a template complaint form is included at the end of this procedure. If you require help in completing the form, please contact Nick Brewer

Anonymous complaints

We will not investigate anonymous complaints unless the issue involves a safeguarding issue.

Time scales

You must raise the complaint within three weeks of the incident or, where a series of associated incidents have occurred, within three calendar weeks of the last of these incidents. We will consider complaints made outside of this time frame if exceptional circumstances apply.

Scope of this Complaints Procedure

This procedure covers all complaints about any provision of accommodation, products or services by Oastbrook. If a complainant commences any other action against Oastbrook in relation to their complaint, without completing the complaints procedure we will consider whether to suspend the complaints procedure in relation to their complaint until those legal proceedings have concluded and we will at our discretion inform any other body involved.

Resolving complaints

At each stage in the procedure, Oastbrook wants to resolve the complaint. If appropriate, we will acknowledge that the complaint is upheld in whole or in part. In addition, we may offer one or more of the following:

an explanation
an admission that the situation could have been handled differently or better
an assurance that we will try to ensure the event complained of will not recur
an explanation of the steps that have been or will be taken to help ensure that it will not happen again and an indication of the timescales within which any changes will be made
an undertaking to review Oastbrook policies in light of the complaint
an apology.

Please note that consideration will be given to any rules or instructions that may or may not have been followed.

Withdrawal of a Complaint

If a complainant wants to withdraw their complaint, we will ask them to confirm this in writing.

Stage 1

Formal complaints must be made to Nick Brewer. This may be done in person, in writing (preferably on the Complaint Form), or by telephone.

Nick will record the date the complaint is received and will acknowledge receipt of the complaint in writing (either by letter or email) within 7 days

Within this response, Nick will seek to clarify the nature of the complaint, ask what remains unresolved and what outcome the complainant would like to see. Nick can consider whether a face to face meeting is the most appropriate way of doing this.

During the investigation, Nick will:

if necessary, interview those involved in the matter and/or those complained of,
keep a written record of any meetings/interviews in relation to their investigation.

At the conclusion of their investigation, Nick will provide a formal written response within one month of the date of receipt of the complaint if all parties are available.

If Nick is unable to meet this deadline, they will provide the complainant with an update and revised response date.

The response will detail any actions taken to investigate the complaint and provide a full explanation of the decision made and the reason(s) for it. Where appropriate, it will include details of actions Oastbrook will take to resolve the complaint.

Complaint Form

Please complete and return nick@oastbrook.com

Your name:

Address:

Postcode:

Day time telephone number:

Evening telephone number:

Please give details of your complaint, including whether you have spoken to anybody at the Oastbrook

What actions do you feel might resolve the problem at this stage?

Are you attaching any paperwork? If so, please give details.

Signature:

Date:

Official use

Date acknowledgement sent:

By who:

Complaint referred to:

Date:

Roles and Responsibilities

Complainant

The complainant will receive a more effective response to the complaint if they:

explain the complaint in full as early as possible
co-operate in seeking a solution to the complaint
respond promptly to requests for information or meetings or in agreeing the details of the complaint
ask for assistance as needed
treat all those involved in the complaint with respect
refrain from publicising the details of their complaint on social media and respect confidentiality.

Investigator

The investigator’s role is to establish the facts relevant to the complaint by:

providing a comprehensive, open, transparent and fair consideration of the complaint through:
- sensitive and thorough interviewing of the complainant to establish what has happened and who has been involved
- interviewing staff and other people relevant to the complaint
- consideration of records and other relevant information
- analysing information
liaising with the complainant and the complaints co-ordinator as appropriate to clarify what the complainant feels would put things right.

The investigator should:

conduct interviews with an open mind and be prepared to persist in the questioning
keep notes of interviews or arrange for an independent note taker to record minutes of the meeting
ensure that any papers produced during the investigation are kept securely
be mindful of the timescales to respond

prepare a comprehensive report that sets out the facts, identifies solutions and recommends courses of action to resolve problems.