Complaints Process

We recognise that sometimes things may go wrong and you may not be happy with how a Facilities service has been delivered. We want to put things right as quickly as possible. We will investigate all complaints in a thorough and confidential manner.

Stage 1

Please contact us by any of the methods in Contact Us. We aim to acknowledge receipt of your complaint within 2 working days and inform you as to who will be dealing with your complaint and how to contact them. We will investigate your complaint in detail and provide you with a full written response within 10 working days. If we are unable to respond in full we aim to contact you within 10 working days with details of progress and timescales and when we expect to fully reply to your communication.

Stage 2

If such a resolution is not possible and you feel your complaint has not been resolved to your satisfaction, then please contact the Head of Service delivery, Lisa Williams with full details of your complaint. The Head of Service Delivery will aim to acknowledge your complaint within 5 working days.

A senior member of staff will investigate your complaint and prepare a written report within 10 working days. The Head of Service Delivery and the Deputy Director of Facilities will consider the report and write to inform you of their conclusions and any proposed course of action.

Stage 3

If you still believe that your complaint has not been dealt with in a satisfactory manner then you can put your concerns to the Director of Facilities, Mark Swindlehurst.