How to complain - If Things Go Wrong

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pdf icon 'If things go wrong' - Complaints Procedure Leaflet

What do we mean by a complaint?

We treat a complaint as any written or spoken expression of dissatisfaction about us and our services, whether made formally or informally, after we have given a clear explanation of the point at issue.

If you believe that we have not met the published standards of our service or you are not happy about the behaviour of any of our staff

You should follow the guidance set out below. You can, at any time ask your own (or any) Member of Parliament (MP) to take up your case, or refer to the Parliamentary and Health Service Ombudsman. The Ombudsman will normally expect you to have had your complaint already considered by the Chief Executive and the Independent Case Examiner.

How do you go about complaining about us?

You can complain to any member of our staff:

  • in person;
  • by phone or fax;
  • in writing; or
  • by e-mail.

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How we will deal with your complaint

  • treat the complaint seriously, however you make it;
  • direct your complaint to a member of staff who will be able to deal with it properly for you (usually, this will be a member of staff based locally);
  • deal with it quickly, politely and, where appropriate, informally (for example by phone);
  • apologise when we have got things wrong;
  • explain our position or any action we take;
  • avoid using jargon and get our facts right;
  • give explanations which are clear and easy to understand; and
  • give you a contact phone number for enquiries.

After we have settled your complaint, we may ask for your comments on how we dealt with it.

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When can you expect a response?

We aim to sort out your complaint as soon as possible. We will try to respond to your complaint within five working days. If this is not possible, we will send you a letter to tell you why we cannot deal with it immediately. We aim to give you a full response within a further 10 working days. However, complaints that are particularly complicated (involving extensive investigation) may take longer than this. We will keep you informed of progress at all times.

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For further details ask for our free leaflet, "If Things Go Wrong" is available under Advice and Guidance.

 

Our Contact details:

Customer Services
The Rent Service
Fourth Floor
5 Welbeck Street
London
W1G 9YQ

Telephone NumberNew General Enquiry Number: 08450 26 46 96
Fax NumberFax: 020 7023 6222
  Email E-mail: customer.services@therentservice.gov.uk