Make a complaint

• When you make a complaint, it’s logged as a Stage 1 complaint.
• If the issue is straightforward, our Early Resolution Team will handle it and respond to you within five working days.
• More complex issues are referred to our Customer Care Team, who will acknowledge your complaint within five working days.
• Complaints about our care and support services are handled by our Care and Support Team, who will acknowledge your complaint within five working days.
• We aim to respond to Stage 1 complaints within 10 working days, but more complex cases may take up to 20 working days. We'll let you know if we need more time and keep you updated.
• When we’ve investigated your complaint, we’ll send you a letter to tell you about our decision and any steps we’ll take to resolve the issue.

• If you’re not happy with our Stage 1 response, you can escalate your complaint to Stage 2 within 20 working days.
• We’ll acknowledge your request within five working days.
• Your complaint will be reviewed by someone not involved in the Stage 1 investigation.
• We aim to respond to Stage 2 complaints within 20 working days, but more complex cases may take up to 40 working days. We'll let you know if we need more time and keep you updated.
• When we’ve investigated your complaint, we’ll send you a letter to tell you about our decision and any steps we’ll take to resolve the issue.

Stage 2 is the last stage of our internal process.

If you’re still not happy after Stage 2, you can escalate your complaint to an Ombudsman service:

• Contact the Housing Ombudsman Service for housing-related complaints.
• Contact the Local Government and Social Care Ombudsman for care and support-related complaints.

If you need help using our complaints process, please let us know. For example, we can:

• Provide information in large print
• Give verbal updates if that's what you prefer
• Allow someone to act on your behalf, with your consent.

Read our reasonable adjustments policy to learn more about how we can support you.

If your complaint is about a care and support service, please email us at c&scomplaints@greensquareaccord.co.uk.