Complaints policy

Co-Ownership is committed to being a leader in customer service, and in order to achieve our goal of providing excellent customer service we need to hear when our delivery has failed to meet our customers expectations, and to learn from that feedback.

Here we explain how we deal with complaints.

Definition of a Complaint

A complaint is defined as any expression of dissatisfaction with our service, regardless of how Co-Ownership becomes aware of it, whether that be as a comment on social media, or a formal letter we receive in the post. All need to be addressed to the customer’s satisfaction.

A complaint can be raised by anyone who is dissatisfied with Co-Ownership, and it can be in relation to any of our products; Co-Own, Co-Own for Over 55s or Rent to Own.

Please be aware that if someone else is complaining on your behalf, we need your permission to discuss your case with them.

Complaint Resolution

Crucial to our approach is to resolve complaints at the first point of contact.

All customer facing staff are trained in handling customer complaints and endeavour to resolve complaints when they are raised.

How to Make a Complaint

Complaints can be made in the following ways:

• Via the complaints form on our website
• On the telephone
• In person
• In writing (via letter or email)

In terms of reporting, we record formal complaints that have not been resolved immediately upon learning about them.

Complaints Process

• We will endeavour to resolve your complaint at the first point of contact. Should you not be satisfied, then the formal complaints procedure will be followed.
• The manager responsible for the area that your complaint relates to will review your complaint fully, considering the information you have shared and our own records. We will acknowledge receipt of your complaint within 2 working days, and you will receive a full response within 20 working days. If for any reason we cannot respond within 20 days, we will let you know.
• If you remain unhappy with our review of your complaint, you can request that it is reviewed by a Director of Co-Ownership. If you wish to do this you should let us know within 20 days of our response to you. As above we will acknowledge receipt of your complaint within 2 working days, and you will receive a full response within 20 working days. If for any reason we cannot respond within 20 days, we will let you know.
• If, after this review you are not satisfied, then you can escalate your complaint to the Ombudsman (the Commissioner for Complaints). They will only consider your complaint when you have exhausted the Co-Ownership internal complaints process outlined above in steps 1-3. They will normally only consider complaints from customers (including applicants). Your complaint must be made within 6 months of our response from Step 3.

The Ombudsman is an independent body and we co-operate fully with them.

Northern Ireland Public Service Ombudsman
Progressive House
33 Wellington Place
Belfast
BT1 6HN
www.nipso.org.uk

Confidentiality

We will respect your confidentiality in dealing with your complaint. We will only use your details where needed to resolve your complaint.

Anonymous complaints will be reviewed, but may be difficult to investigate or resolve effectively, and will therefore not be recorded as a complaint.

We will analyse complaints and use this information to improve our service.

You can submit complaints using our complaints form.