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Our complaints procedure is simple and easy to use.

Whenever possible, we will seek to resolve your complaint straight away.

You can make a complaint in a range of ways, including:

• Speaking to our staff in person
• Call us on the telephone
• In writing by letter, fax, e-mail or over the internet
• Completing a complaints form which can be downloaded by clicking here
• By completing the online form at the bottom of this page.

The types of things that are covered by our Complaints Policy are:

• Poor quality services
• Failure to meet our obligations as a landlord
• Delays
• Mistakes
• Staff Conduct

A copy of our Complaints Policy and Independant Review Policy & Procedure is available to download here.  If you would like a hard copy of these documents please contact Jeannie Murray on 0151 224 0320 or Chris Smart on 0151 224 0318 or e mail feedback@cosmopolitanhousing.co.uk

The standards that we will apply in dealing with your complaint are as follows:

• Acknowledge receipt of your complaint at all stages.
• Investigate all complaints thoroughly.
• Deal with all complaints speedily, responding within 10 working days and exceeding timescales wherever possible.
• Keep you informed of progress at all times.
• Treat your complaint in confidence.
• Treat you no differently because you have complained.
• Not to discriminate against you on grounds of disability, colour, gender, race, religion, beliefs, age or sexual orientation.
• If your complaint is upheld, we will apologise, tell you what went wrong and how we will put things right.

If you are unhappy with our investigation, you can request a review by the service Director.

• A Complaints Review Panel Hearing which will consist of three people, and will include at least 1 member of the Association's Board (normally the Chair or their appointed nominee), a representative of the Tenants' Forum or the Tenants' Complaints Review Team, and a representative of the Association's Senior Management Team not responsible for the service area to which the complaint relates.

• An Independant Review undertaken by the Group Chief Executive and the Continuous Improvement Manager, which removes the formality of the Independant Review Panel Hearing process for those who do not feel comfortable either undertaking or attending a formal process/meeting.

Making a complaint using our online form.

In an effort to make it easier for us to deal with your feedback as quickly and efficiently as possible, you can use the form below to make a complaint.

Please be careful to make sure that the contact details you provide are correct.