Complaints

Complaints Policy of Foster Lewis and Co Ltd

Foster Lewis and Co Ltd views complaints as an opportunity to learn and improve for the

future, as well as a chance to put things right for the person [or organisation] that has

made the complaint.

Our policy is:

• To provide a fair complaints procedure which is clear and easy to use for anyone

wishing to make a complaint

• To publicise the existence of our complaints procedure so that people know how to

contact us to make a complaint

• To make sure everyone at Foster Lewis and Co Ltd knows what to do if a complaint is

received

• To make sure all complaints are investigated fairly and in a timely way

• To make sure that complaints are, wherever possible, resolved and that relationships

are repaired

• To gather information which helps us to improve what we do

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any

aspect of Foster Lewis and Co Ltd

Where Complaints Come From

Complaints may come from tenants, landlords, applicants, purchasers, vendors, solicitors,

mortgage advisors and other trades persons,

A complaint can be received verbally, by phone, by email or in writing.

This policy does not cover complaints from staff,

who should use Foster Lewis and Co Ltds Discipline and Grievance policies.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to

know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with the Director.

Review

This policy is reviewed regularly and updated as required.

Adopted on1st September 2009

Last reviewed 1st August 2014

Complaints Procedure of Foster Lewis and Co Ltd

Publicised Contact Details for Complaints:

Written complaints may be sent to Foster Lewis and Co Ltd at 94B Barker’s Butts Lane, Coundon,

Coventry, CV6 1DZ or by e-mailat [email protected]

Verbal complaints may be made by phone to 024 76 592929 or in person to any of

Foster Lewis and Co Ltd’s staff.

Receiving Complaints

Complaints may arrive through channels publicised for that purpose or through any

other contact details or opportunities the complainant may have.

Complaints received by telephone or in person need to be recorded.

The person who receives a phone or in person complaint should:

• Write down the facts of the complaint

• Take the complainant’s name, address and telephone number

• Note down the relationship of the complainant to Foster Lewis and Co Ltd (for

example: client, member)

• Tell the complainant that we have a complaints procedure

• Tell the complainant what will happen next and how long it will take

• Where appropriate, ask the complainant to send a written account by post or by

email so that the complaint is recorded in the complainant’s own words.

For further guidelines about handling verbal complaints, see Appendix 1

Resolving Complaints

Internal Stage

In many cases, a complaint is best resolved by the person responsible for the issue

being complained about. If the complaint has been received by that person, they may

be able to resolve it swiftly and should do so if possible and appropriate.

Whether or not the complaint has been resolved, the complaint information should be

passed to the Director Glenn Foster.

On receiving the complaint, Glenn Foster records it in the complaints

log. If it has not already been resolved, they delegate an appropriate person to

investigate it and to take appropriate action.

If the complaint relates to a specific person, they should be informed and given a fair

opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within seven

working days.

The acknowledgement should say who is dealing with the complaint and when

the person complaining can expect a reply. A copy of this complaints procedure

should be attached.

Ideally complainants should receive a definitive reply within 28 days. If this is not

possible because for example, an investigation has not been fully completed, a

progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe

the action taken to investigate the complaint, the conclusions from the investigation,

and any action taken as a result of the complaint.

The decision taken at this stage is final, unless it decides it is appropriate to

seek external assistance with resolution. Eg The property Ombudsman

External Stage

The complainant can complain to the property ombudsman direct. The website may provide

any potential resolution and no further action be required. However they also outline the

relevant protocol in which

they would involve themselves at their discretion.

Variation of the Complaints Procedure

The company may vary the procedure for good reason. This may be necessary to avoid

a conflict of interest, for example, a complaint about the Chair should not also have

the Chair as the person leading a Stage Two review.

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to

take further action.

Appendix 1 – Practical Guidance for Handling Verbal Complaints

• Remain calm and respectful throughout the conversation

• Listen – allow the person to talk about the complaint in their own words.

Sometimes a person just wants to “let off steam”

• Don’t debate the facts in the first instance, especially if the person is angry

• Show an interest in what is being said

• Obtain details about the complaint before any personal details

• Ask for clarification wherever necessary

• Show that you have understood the complaint by reflecting back what you have

noted down

• Acknowledge the person’s feelings (even if you feel that they are being

unreasonable) – you can do this without making a comment on the complaint

itself or making any admission of fault on behalf of the organisation

e.g “I understand that this situation is frustrating for you”

• If you feel that an apology is deserved for something that was the responsibility

of your organisation, then apologise

• Ask the person what they would like done to resolve the issue

• Be clear about what you can do, how long it will take and what it will involve.

• Don’t promise things you can’t deliver

• Give clear and valid reasons why requests cannot be met

• Make sure that the person understands what they have been told

• Wherever appropriate, inform the person about the available avenues of review

or appeal.

If you require any further information on our company or procedure, please feel free to contact Glenn Foster, Director. Email [email protected] Telephone: 024 76 592929.