Compliments, Complaints and Feedback

At Urban Choices, we are committed to delivering our services to the satisfaction of our customers. There may be times when you would like to compliment us, about a service you have received, or about a member of staff. There may also be times when things do not go according to plan. When something does go wrong we would like you to tell us so we can put it right. We may not know there is a problem unless you tell us about it.

Initial contact

If you feel that we have not dealt with things properly or we have not provided you with the service you expected, then you can make a complaint. In most cases, these issues can be resolved quickly by talking to staff about them.

Customers may make a complaint to anyone in the organisation. We will try to deal with the issue straight away.

If you are unhappy about our services or want to appeal a decision we have made, you can expect us to:

• record, investigate and try to resolve the matter

• let you know what is happening throughout the process

• deal fairly and effectively with your concern

• use information from complaints and appeals to review and improve the way we do things in the future.

Initially, your complaint will be sent to a manager to look into and they will contact you to discuss this directly, so please provide a daytime telephone number.

Investigation

When we receive a formal complaint, we will acknowledge it within one working day and will refer it to the relevant manager. We will check whether you need any kind of support, and we will explain the procedure.

Most complaints can be resolved within 10 working days, but sometimes it will take longer. In that case, we will write to you within 30 days outlining any future action to be taken.

If the timescale we agree needs to be changed for any reason, we will consult with you.

We will provide a full written response in plain English. It will contain a summary of the complaint, our response including any action we are taking, an apology if appropriate, and details of how to appeal against our decision.

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How can you make a compliment, complaint or provide feedback?

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• by telephoning customer services on 1300 824 642

• in person

• by letter

• by email, or

• by using the online feedback form below.