We define a complaint as ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Belong Ltd, our own colleagues, or those acting on our behalf.’ A ‘complaint’ is distinct from a ‘service request’, where you simply ask us to take action to put something right. However, any dissatisfaction with how we handle a service request will then be treated as a complaint.
We welcome complaints not only from existing customers but also from prospective customers, and both in relation to property matters and care. Comments and complaints help us to learn and improve. We will not treat you any differently if you make a complaint.
Belong takes complaints very seriously. This policy is designed to ensure Belong provides the highest levels of customer service and in relation to our complaints and customer feedback processes.
You can complain in a number of ways:
Speak to any member of the Belong team, including the General Manager, face to face or by phone. They will note down your complaint and ask you to confirm that we have recorded the details accurately.
Email our Customer Feedback team at customerfeedback@belong.org.uk.
Write to the Customer Feedback Team at our registered office: Customer Feedback: Belong Limited, Pepper House, Market Street, Nantwich, Cheshire CW5 5DQ
How we will handle your complaint:
We will acknowledge and log your complaint as soon as possible and in any case within 3 working days.
Stage 1: Initial response
The General Manager will investigate your complaint as necessary and provide our initial response, in writing, within 10 working days.
Stage 2: Final decision
If you are unhappy with our Initial Response, please let us know and we will escalate it to the Chief Operating Officer, who will provide our final decision on your complaint within 20 working days.
If at either stage we need more time to investigate and respond to your complaint, we will agree a new deadline with you.
We will co-operate in the same way with anyone formally authorised to act on your behalf.
Referral to an Ombudsman
If you are not happy with our final decision, or we fail to provide that decision by the relevant deadline, you may refer your complaint to the relevant Ombudsman.
Property matters: Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET
Tel: 0300 111 3000 Web: www.housing-ombudsman.org.uk
Care matters: The Local Government and Social Care Ombudsman,
PO Box 4771 Coventry CV4 0EH
Tel: 0300 061 0614 Web: www.lgo.org.uk
In relation to complaints about care, you may also contact the Care Quality Commission: CQC Northwest, City Gate, Gallowgate, Newcastle upon Tyne NE1 4PA. Please note that the CQC does not normally investigate complaints or offer redress but takes them into account in developing its inspection programme.
We will co-operate fully with the relevant Ombudsman during any investigation and comply fully with the Ombudsman’s final decision, which will be binding on us.