Page 50 - Eildon Housing Association Limited

We will give you an outcome for Stage 1 complaints in five working days or less, unless there are exceptional circumstances. If we can’t resolve your complaint at this stage, we will explain why.
If you are still dissatisfied, you can ask for your complaint to be investigated further through Stage 2.
Stage 2 – investigation
Stage 2 deals with two types of complaint:
• those not resolved at stage 1 • complex complaints requiring
detailed investigation.
When using Stage 2, we will:
• acknowledge receipt of your
complaint within three working days;
• discuss your complaint with you,
to understand why you’re still dissatisfied, and what outcome you are looking for;
• give you a full response to the complaint as soon as possible, and within 20 working days.
If our investigation is likely to take longer than 20 working days, we will tell you before 20 days pass. We will agree revised time limits with you, and keep you updated on progress.
WHAT IF YOU ARE STILL DISSATISFIED?
The Scottish Public Services Ombudsman
After we have fully investigated,
if you’re still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to assess it.
You can contact the SPSO in person at: 4 Melville Street
EDINBURGH
EH3 7NS
or by post at: SPSO
Freepost EH641 EDINBURGH EH3 0BR
Complaints about factoring
If your complaint is about a factoring service, and you are still dissatisfied after our investigation stage, you can go to the First-tier Tribunal (Housing and Property Chamber). www.gov.uk
Complaints about care services
If your complaint relates to a care service we provide, you can choose whether to complain to us, or the Care Inspectorate.
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