How to Make a Complaint
How we deal with complaints
If something goes wrong or you are dissatisfied with our services, please tell us. We regard your complaints as a way of improving the service we provide and we have outlined below the process that we go through to investigate complaints.
What happens when I have complained?
We will always tell you who is dealing with your complaint. Our complaints procedure has two stages:
Stage 1 - Frontline resolution
We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem.
We will give you our decision at stage 1 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. You may choose to do this immediately or sometime after you get our initial response. We can help you with making this request.
Stage 2 – Investigation
Stage 2 deals with two types of complaint: those that have not been resolved at stage 1 and those that are complex and require 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 remain 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 will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.
Knowes also provide a comprehensive Customer Complaints Leaflet advising on how to make a complaint.