When you contact us to tell us you are dissatisfied with our service, our first response will be to see if there is something we can do to put things right immediately without the need for an investigation or a formal written response.
If this is not possible, we will log a formal complaint at your request.
Responses to complaints are managed by our team of Resolution Officers. Each case is allocated to a Resolution Officer who will make sure they understand the reasons for your complaint and the actions required to investigate and to put things right.
Within 2 working days your case will be allocated to a Resolution Officer, who will contact you to discuss your complaint. They will provide a written acknowledgement which sets out a summary of your complaint and the agreed actions we will take in response.
An important part of our process is to offer to speak to you on the telephone. This helps us to understand your complaint and the experience you have had. If you do not wish to be contacted by telephone, we will agree another method of contact with you.
Your Resolution Officer will work with colleagues in the relevant Hyde teams to deliver our response to your complaint. They will contact you to provide updates and will agree with you when and how these will happen.
When we provide you with our written response to your complaint, we will tell you whether your complaint has been upheld, partially upheld or not upheld. We recognise this is quite formal language, but it is important to be clear about the outcome.
If your complaint is upheld, we will explain how we intend to put things right. If it is not, we will explain the next steps available to you.