Complaints can be made by emailing our , sending them through your or in writing by post or by discussing it in person with a member of our staff.
If you feel we have failed to provide a service or that we have provided a poor service, we need to know so that we can act to put things right. We can often resolve problems straight away, but if we cannot put it right for you quickly, we will address the problem as a formal complaint.
You can make a complaint online, through your My Rosebery account, by phoning in, by writing to us or in person. We aim to contact you within three working days of receiving your complaint to fully understand your concerns and the resolution you are seeking.
If you are reporting something for the first time, like a new repair or a problem with a neighbour, we will record this as a service request, rather than a complaint.
Stage 1 – Complaint investigation
When we receive a complaint, one of our staff will take responsibility for investigating and resolving your complaint and will be the point of contact for you. They will contact you to:
- Discuss and understand the problem;
- Agree what can be done to put things right, and;
- Agree a timescale for completion of actions.
Depending on the reasons for your complaint, some elements may take longer to resolve than others, so we will discuss this with you. The complaint handler will confirm the discussions in writing within ten working days of receiving your complaint.
The complaint handler or a member of our Customer Experience team will keep in touch until the appropriate actions have been agreed. If you think that further actions should be taken, you can discuss this with our team. We may close a complaint where actions have been agreed but have not yet been completed.
Sometimes we will be unable to resolve your complaint in the way that you initially ask, because we are required to follow legal rules and our policies. If this is the case, we will explain the reasons why and will discuss alternative approaches.
We may deal with a complaint differently if the individual circumstances demand. For example, we may take a different approach where this supports a customer’s communication needs or preferences. We will always aim to be fair, reasonable and impartial throughout the process.
Stage 2 – Review of your complaint
The aim of our Complaints procedure is for the complaint handler to resolve complaints in partnership with customers through clear communication and agreeing actions.
If you feel that we have been unfair or not resolved your complaint, you can ask for a review. It is important to be specific about what you think has been unfair and what you would like us to do to put things right.
Rosebery will decide the best option for a manager tasked with reviewing a complaint. The aim of the Review (Stage 2) is to find a resolution for you as quickly as possible. As part of the review of your complaint you will be contacted, usually by telephone, to discuss your complaint and the resolution you are seeking.
We reserve the right to refuse to Review a complaint in certain circumstances. For example, if we have completed the actions, we have agreed to put things right, or if the resolution sought by the customer is outside our ability to change or deliver. If we refuse your request for a Review, we will explain our reasons for doing so. We will always be fair and reasonable when dealing with your request. Full details are shown in our Complaints policy.
The Review (Stage 2) is the final part of our internal complaints process.