Roberts Homes Complaints Handling Procedure

1. Complaints can be made verbally or in writing and will be recorded at the time they are received.

2. Verbal complaints will be recorded immediately & we will ask you for your email/ postal address to acknowledge receipt of the complaint and what staff member will handle the complaint

3. We agree to deal with any properly appointed representative that you may appoint to handle your complaint on your behalf.

4. All written complaints will be acknowledged in writing within 3 working days and a proper investigation will be promptly undertaken.

5. A formal written outcome of this investigation will be sent to you within 15 working days of receipt of the original complaint. This will be from a senior member of staff or designated complaint handler at Roberts Homes.

6. If you are dissatisfied with this outcome you may pursue your complaint in writing to Mrs Anne Roberts at the above address. If the complaint is in regards to Mrs Anne Roberts you can write to Mrs Jessica Roberts, also at the above address.

7. A separate review will be made and the outcome sent to you within 15 working days. This will be a statement of our final view.

8. If you remain dissatisfied then you may refer your complaint to The Property Ombudsman, Unit 159756, PO Box 7169, Poole, BH15 9EL. 01722 333306.

Please note that any referrals must be made within 12 months of our final review.

This office has an Equality Policy and all applicants will be treated fairly and not discriminated against.