| You have the right to make
a formal complaint if you wish to do so. However, it is often quicker
and easier to try to resolve the problem informally. You can make a complaint
at the office in person, by phone, by email or in writing.
Step 1
If you are not satisfied with the service, you should let us know why
as soon as possible. Usually you should complain to the member of staff
who has been dealing with the matter and is the most directly responsible.
Step 2
If you are still not satisfied, you should complete a Complaints Form
and send it to the Director of the Moray Housing Partnership. The Director
will respond to your complaint within five working days.
Step 3
If you do not feel that staff have resolved your complaint satisfactorily,
you can write to the Chairperson of Moray Housing Partnership. The Chairperson
will write to you within five working days to acknowledge receipt of your
letter. Complaints of a very serious nature may be dealt with by the Partnership’s
Management Committee. The Chairperson will write to you within three working
days of the meeting to let you know of the decision.
What To Do If You Are Still Not Satisfied
If you are not happy with the outcome you may also take your complaint
to the Scottish Public Services Ombudsman. The Ombudsman will normally
expect that you have used our Complaints Procedure before contacting their
office. The Ombudsman will carry out an independent investigation to try
to resolve the situation. The Ombudsman will redress your complaints where
justified, identify our failings and help to improve them.
Leaflets describing this service are available from us, from advice centres
or directly from:
Scottish Public Services Ombudsman
Drumsheugh Toll, 2 Belford Road
Edinburgh, EH4 3BL
Phone: 0131 220 0599
Web: www.ha-ombudsman.com
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