We follow a ‘Resolve and Review’ approach.
Acknowledge
We will acknowledge your complaint or petition within 2 working days of receipt setting out clearly your complaint reference number, what happens next, when you can expect to hear back from us and further information about how we deal with your complaint or petition.
When you make a complaint, you will
- be given a reference number
- be contacted personally by the investigating officer
- be kept informed of progress
- have findings and decision explained
- be informed of any follow-up actions
Resolve
The person raising the issue or lead petitioner must outline the complaint and the remedy they want.
The normal response target is 10 working days. If due to the complexity of the complaint it will take longer, the timescale will be agreed with the complainant.
In our response we will set out our decisions, reason for our decisions, details of any remedy, details of any outstanding items and how to escalate the matter if you’re not satisfied with the response.
The matter will be closed if asked-for information is not received within two weeks.
Review
If the person raising the issue or lead petitioner does not agree the remedy is appropriate, a review can be requested within four weeks of the resolve response being sent to them. We will ask why and what remedy they want, and agree a timescale for the response.
The normal response target is 20 working days. If due to the complexity of the complaint it will take longer, the timescale will be agreed with the complainant.
The complainant must set out why they do not agree with the stage 1 decision; and what remedy they are seeking. This may be in writing, or in a meeting with a Panel considering the review.
The Panel will decide what information it needs and how the review will be conducted.
The Panel will decide if the remedy was appropriate. If the decision is that it was not, the Panel will advise an alternative. The Panel makes Poplar HARCA’s final decision so further representations will not be considered.
In the response, the Panel will set out its decisions, reason for its decisions, details of any remedy, details of any outstanding items and how to escalate the matter if you’re not satisfied with the response.
The matter will be closed if requested information is not received within four weeks.