What is a Complaint

A complaint is any expression of dissatisfaction received from customers about the Association’s action or lack of action, or about the service that the Association provides or has been provided on the Association’s behalf by another party.
The types of things that customers can complain about include:
• Delays in responding to your enquiries and requests.
• Failure to provide a service.
• Our standard of service.
• Dissatisfaction with our policy.
• Treatment by / or attitude of a member of staff.
• Complaints relating to issues of equality and diversity.
• Our failure to follow proper procedure.