Complaints Handling Procedure

1.1 In this Complaints Handling Procedure the following expressions have the following meanings:

 

“Appeal” means a request from a customer to escalate a Complaint to Stage Two following an unsatisfactory outcome at Stage One;

 

“Appeal Handler” means an employee of Thoburns Enforcement Services Ltd working at senior management who will handle Stage Two Complaints:

 

“Business Day” means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in England;

 

“Complaint” means a complaint about services by Thoburns Enforcement Services Ltd, about our customer service, or about our employees, agents or subcontractors;

 

[“Complaints Form”] means our standard complaints form for use by Customers, available from our website www.thoburns.co.uk;

 

“Complaint Handler” means an employee of Thoburns Enforcement Services Ltd working as Customer Service Advisor who will handle Stage One Complaints:

 

“Complaints Policy” means our customer complaints policy, available from our website www.thoburns.co.uk;

 

“Complaint Reference” means a unique code assigned to a Complaint that will be used to track that Complaint;

 

“Decision Letter” means a letter sent by a Complaint Handler or Appeal Handler informing the outcome of the Complaint;

 

[“External Resolution”] means the referral of a Complaint to an external body or organisation for resolution if you are not satisfied with the outcome at Stage Two;

 

“Investigation Report” means the report prepared by a Complaint Handler or Appeal Handler detailing his/her investigation;

 

“Stage One” means the first stage in this Complaints Handling Procedure under which Complaints will be handled by a Complaint Handler;

 

“Stage Two” means the second stage in this Complaints Handling Procedure under which you may appeal the outcome of a Stage One Complaint and under which Complaints will be handled by an Appeal Handler;

 

[“Recommendation”] means the recommended resolution to a Complaint made by a Complaint Handler or Appeal Handler; and

 

“Resolution Action” means the available actions to be taken in response to a Complaint as detailed in Section 8.

 

 

 

2.1 This Complaints Handling Procedure applies to Complaints pertaining to the provision of services by Thoburns Enforcement Services Ltd, to our customer service and to our employees, agents or subcontractors.

 

2.2 For the purposes of this Complaints Handling Procedure, any reference to Thoburns Enforcement Services Ltd also includes our employees, agents or subcontractors.

 

2.3 Complaints may relate to any of our activities and may include (but not be limited to):

 

2.3.1 The quality of our customer service.

 

2.3.2 The behaviour and/or professional competence of our employees, agents or subcontractor.

 

2.3.3 Problems associated with the provision of services.

 

2.4 The following do not constitute Complaints.  Customers raising such questions or matters should be directed to the appropriate person or department:

 

2.4.1 General questions about our services.

 

2.4.2 Matters concerning contractual or other legal disputes.

 

2.4.3 Formal requests for the disclosure of information including, but not limited to, those made under the applicable legislation.

 

 

3. Receipt and Recording of Complaints

 

3.1 Customers may make Complaints to Thoburns Enforcement Services Ltd using any of the following methods:

 

3.1.1 In writing, addressed to Customer Service Advisor, Thoburns Enforcement Services Ltd. Design Works, Unit 12 William Street, Felling, Gateshead. NE10 0JP.

 

3.1.2 By email, addressed to Customer Service Advisor at Thoburns Enforcement Services Ltd.

 

3.1.3 Using our Complaints Form, following the instructions included with the form at www.thoburns.co.uk

 

3.1.4 By telephone on 0191 4772080 and choosing option 2 when prompted.

 

3.2 Upon receipt of Complaints, the following steps should be taken within 5 Business Days:

 

3.2.1 If a written Complaint is received by post, the Customer Service Advisor must record details on the Complaint Record Log.

 

3.2.2 If a written Complaint is received by email, the Customer Service Advisor must record details on the Complaints Record Log.

 

3.2.3 If a Complaints Form is received, the Customer Service Advisor must record details on the Complaints Record Log.

 

3.2.4 If a Complaint is made by telephone, the Customer Service Advisor    must record details on the Complaints Record Log.

 

3.3 All Complaints must be given a Complaint Reference and forwarded to an appropriate Complaint Handler, selected in accordance with Section 6.1 within 2 Business Days.

 

3.4 All Complaints must be acknowledged in writing within 5 Business Days of receipt by the Customer Service Advisor. The acknowledgement should inform the Customer of their Complaint Reference, their assigned Complaint Handler and should include copies of Thoburns Enforcement Services Ltd. Complaint Policy and this Complaints Handling Procedure.

 

 

 

4.1 Customers are advised in our Complaints Policy that the following information should be provided in as much detail as is reasonably possible when making a Complaint:

 

4.1.1 The Customer’s name, address, telephone number and email address, indicating any preferred method of communication.

 

4.1.2 If the Customer is being represented by a third party, the information set out in Section 4.1.1 should be provided in reference to both parties.

 

4.1.3 If the Complaint relates to a particular transaction, the reference, order number or invoice number.

 

4.1.4 If the Complaint relates to a particular employee, agent or subcontractor, the name and, where appropriate, position of that employee, agent or subcontractor

 

4.1.5 Further details of the Complaint including, as appropriate, all times, dates, events, and people involved.

 

4.1.6 Details of any documents or other evidence on which the Customer wishes to rely in support of the Complaint.

 

4.1.7 Details of how the Customer would like Thoburns Enforcement Services Ltd. to resolve the Complaint.  Whilst we undertake to make all reasonable efforts to accommodate such requests, however, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.

 

4.2 If the information detailed in Section 4.1 is missing, insufficiently detailed, or incomplete, the Customer Service Advisor should contact the Customer within 5 Business Days of receipt of the Complaint to request further information.

 

 

 

5.1 Thoburns Enforcement Services Ltd. operates two-stage complaints handling procedure.  Upon receipt, all new Complaints should be handled in accordance with the Stage One procedure set out in Section 6 below.  It is our policy to use all reasonable endeavours to resolve all Complaints to Customers’ satisfaction at Stage One.

 

5.2 If a Customer is not satisfied with the resolution of their Complaint at Stage One, he/she may request that the Complaint is escalated to Stage Two in the form of an Appeal at which point the Complaint should be handled in accordance with the Stage Two procedure set out in Section 7 below.

 

5.3 If a Customer is not satisfied with the resolution of their Complaint at Stage Two, he/she has the option of referring the matter for External Resolution as detailed in Section 9 below.

 

 

 

6.1 The following staff members are qualified and eligible for Stage One Complaints:

Customer Service Advisor

Contact by letter to: Customer Service Advisor, Thoburns Enforcement Services Ltd. Design Works, Unit 12 William Street Felling, Gateshead NE10 0JP

By Email: addressed to Customer Service Advisor at info@thoburns.co.uk

Online: Using our Complaints Form, following the instructions included with the form at www.thoburns.co.uk

By telephone: 0191 4772080 and chose option 2 when prompted

 

6.2 Upon receipt of a Complaint, the Complaint Handler shall consider the Complaint and make a decision within 5 Business Days whether to:

 

6.2.1 Investigate the Complaint fully if it is considered to be valid, in which case the procedure should resume from Section 6.3; or

 

6.2.2 Dismiss the Complaint if it is considered to be invalid, in which case the Complaint Handler should inform the Customer of his/her decision in writing within 5 Business Days.

 

6.3 Subject to delays arising from circumstances beyond his/her reasonable control (including, but not limited to, delays in other persons responding to communications), the Complaint Handler shall have a period of 20 Business Days in which to fully investigate the Complaint and to decide upon appropriate Resolution Action(s).

 

6.4 If the Complaint relates to (a) particular employee(s), agent(s) or subcontractor(s) (a “Complainee” or “Complainees”), the Complaint Handler shall inform the Complainee(s) in question of the Complaint and arrange meetings, telephone calls as required to discuss the Complaint.  In such cases, the Complainee(s) should not, under any circumstances, contact the Customer directly regarding the Complaint.  If the Customer contacts the Complainee(s) directly regarding the Complaint (which they are requested not to do in our Complaints Policy), the Complainee(s) should respectfully refuse to discuss the matter, referring the Customer to Section 5.2.3 of our Complaints Policy.  Any such contact should be reported to the Complaint Handler.

 

6.5 If the Complaint Handler requires additional information or evidence in support of the Complaint, the Complaint Handler shall contact the Customer using the Customer’s preferred method of communication, stating clearly what information or evidence is required.  Customers should be respectfully reminded that any delay in their response to such a request may delay the resolution of their Complaint, as per Section 5.2.4 of our Complaints Policy.

 

6.6 If a Customer is unable or unwilling to provide information or evidence requested under Section 6.5, the Complaint Handler must nevertheless use all reasonable endeavours to resolve the Complaint.  If, however, the Complaint Handler considers that it is not possible to uphold the Complaint in the absence of the requested information or evidence, he or she may close the Complaint and inform the Customer of the outcome in accordance with Sections 6.9 to 6.12.

 

6.7 The Complaint Handler shall examine and evaluate the Complaint, taking full account of all relevant statements, information, evidence and circumstances and shall maintain full objectivity and fairness at all times.

 

6.8 During the investigation of the Complaint, the Complaint Handler shall have access to all records, information, employee’s, agents or subcontractors that may be necessary to enable him/her to carry out an impartial and thorough investigation.

 

6.9 Following his/her examination of the Complaint, the Complaint Handler shall reach a decision within the time period set out in Section 6.3 (subject to the exceptions noted therein).  Resolution Actions that may be chosen are set out in Section 8.

 

6.10 Upon reaching a decision, the Complaint Handler shall send an Investigation Report and Recommendation for review and authorisation by senior management who shall be required to respond within 10 Business Days.

 

6.11 In the event that senior management does not agree with the Complaint Handler’s decision and/or Recommendation under Section 6.10 he/she must give reasons for such disagreement and the Complaint Handler shall have a further 10 Business Days to revise his/her decision and/or Recommendation and resubmit it to senior management for review and authorisation.  If, following resubmission, senior management still does not agree with the decision and/or Recommendation, the senior management’s preferred decision and/or Recommendation shall be final.

 

6.12 Upon reaching a decision under Section 6.9 or upon receiving approval or a final decision under Section 6.10 or 6.11, as applicable, the Complaint Handler shall send an Investigation Report and Decision Letter to the Customer by first class post or by email, as appropriate.  Decision Letters shall set out the decision, the Resolution Action(s), and shall remind the Customer of their right to escalate the Complaint to Stage Two. A copy/copies of the Investigation Report and Decision Letter should be saved on the complainants account, personnel concerned shall be given a copy and additional training if necessary and full details of corrective and preventative action taken recorded on the Complaint Record form.

 

6.13 If necessary, all staff will receive additional training and recorded on their training record.

 

6.14 If a delay either occurs or is considered likely to occur at any stage of the Stage One procedure, the Complaint Handler shall inform the Customer using the Customers preferred communication method.  The Customer should be informed of the length or likely length of the delay and the reasons therefor.

 

6.15 The Customer shall have a time limit of 20 Business Days within which to make an Appeal if he/she wishes to escalate the Complaint to Stage Two.

 

6.16 Upon receipt of an Appeal, the following steps should be taken within 5 Business Days by the Complaint Handler:

 

6.16.1 If a written Appeal is received by post, the Complaint Handler must record details on the Complaint Record.

 

6.16.2 If a written Appeal is received by email, the Complaint Handler must record details on the Complaint Record.

 

6.16.3 If an Appeal is made by telephone, the Complaint Handler must record details on the Complaint Record.

 

6.17 All Appeals must be forwarded to an appropriate Appeal Handler, selected in accordance with Section 7.1 within 5 Business Days.

 

6.18 All Appeals must be acknowledged in writing within 5 Business Days of receipt by the Customer Service Advisor.  The acknowledgement should inform the Customer of their assigned Appeal Handler.

 

 

7.1 The following staff members are qualified and eligible Appeal Handlers for Stage Two Complaints:

Appeal Handler:

Contact by letter to: Appeal Handler, Thoburns Enforcement Services Ltd. Design Works, Unit 12 William Street Felling, Gateshead NE10 0JP

By Email: addressed to Appeal Handler at info@thoburns.co.uk

Online: Using our Complaints Form, following the instructions included with the form at www.thoburns.co.uk

By telephone: 0191 4772080 and chose option 2 when prompted

 

7.2 Upon receipt of an Appeal, the Appeal Handler shall consider the Appeal and make a decision within 20 Business Days whether to:

 

7.2.1 Investigate the Complaint fully if it is considered to be valid, in which case the procedure should resume from Section 7.3; or

 

7.2.2 Dismiss the Complaint if it is considered to be invalid, in which case the Appeal Handler should inform the Customer of his/her decision in writing within 20 Business Days.  If the Complaint is so dismissed, the Complaint may be dismissed in its entirety, or the Resolution Action from Stage One may stand.

 

7.3 Subject to delays arising from circumstances beyond his/her reasonable control (including, but not limited to, delays in other persons responding to communications), the Appeal Handler shall have a period of 20 Business Days in which to fully investigate the Complaint and to decide upon appropriate Resolution Action(s).

 

7.4 If the Complaint relates to (a) particular Complainee(s), the Appeal Handler shall inform the Complainee(s) in question of the Appeal and arrange meetings or telephone calls as required to discuss the Complaint.  In such cases, the Complainee(s) should not, under any circumstances, contact the Customer directly regarding the Complaint.  If the Customer contacts the Complainee(s) directly regarding the Complaint (which they are requested not to do in our Complaints Policy), the Complainee(s) should respectfully refuse to discuss the matter, referring the Customer to Section 5.3.3 of our Complaints Policy.  Any such contact should be reported to the Appeal Handler.

 

7.5 If the Appeal Handler requires additional information or evidence in support of the Complaint, the Appeal Handler shall contact the Customer using the Customer’s preferred method of communication, stating clearly what information or evidence is required.  Customers should be respectfully reminded that any delay in their response to such a request may delay the resolution of their Complaint, as per Section 5.3.4 of our Complaints Policy.

 

7.6 If a Customer is unable or unwilling to provide information or evidence requested under Section 7.5, the Appeal Handler must nevertheless use all reasonable endeavours to resolve the Complaint.  If, however, the Appeal Handler considers that it is not possible to uphold the Complaint in the absence of the requested information or evidence, he or she may close the Complaint and inform the Customer of the outcome in accordance with Sections 7.9 to 7.12.

 

7.7 The Appeal Handler shall examine and evaluate the Complaint, taking full account of all relevant statements, information, evidence and circumstances and shall maintain full objectivity and fairness at all times.

 

7.8 During the investigation of the Complaint, the Appeal Handler shall have access to all records, information, employee’s, agents or subcontractors that may be necessary to enable him/her to carry out an impartial and thorough investigation.

 

7.9 Following his/her examination of the Complaint, the Appeal Handler shall reach a decision within the time period set out in Section 7.3 (subject to the exceptions noted therein).  Resolution Actions that may be chosen are set out in Section 8.

 

7.10 Upon reaching a decision, the Appeal Handler shall send an Investigation Report and Recommendation for review and authorisation by senior management who shall be required to respond within 5 Business Days.

 

7.11 In the event that senior management does not agree with the Appeal Handler’s decision and/or Recommendation under Section

 

7.10 he/she must give reasons for such disagreement and the Appeal Handler shall have a further 5 Business Days to revise his/her decision and/or Recommendation and resubmit it to the senior management for review and authorisation.  If, following resubmission, senior management still does not agree with the decision and/or Recommendation, the Complaint shall be reassigned to a new Appeal Handler and the Stage Two procedure shall begin again or senior management’s preferred decision and/or Recommendation shall be final.

 

7.12 Upon reaching a decision under Section 7.9 or upon receiving approval or a final decision under Section 7.10 or 7.11, as applicable, the Appeal Handler shall send an Investigation Report and Decision Letter to the Customer by first class post or by email, as appropriate.  Decision Letters shall set out the decision and the Resolution Action(s).  The Customer shall also be reminded of their right to seek External Resolution of their Complaint. A copy/copies of the Investigation Report and Decision Letter should be saved on the complainants account, personnel concerned shall be given a copy and additional training if necessary and full details of corrective and preventative action taken recorded on the Complaint Record form.

 

7.13 If a delay either occurs or is considered likely to occur at any stage of the Stage Two procedure, the Appeal Handler shall inform the Customer using the Customer’s preferred communication method.  The Customer should be informed of the length or likely length of the delay and the reasons therefor.

 

 

 

When handling Complaints, Complaint Handlers and Appeal Handlers may select from the following Resolution Actions, as appropriate to the facts and circumstances of a Complaint:

 

8.1 N/A

 

 

9.1 If you are not satisfied with the resolution of your Complaint at Stage Two you may seek External Resolution of your Complaint, you may refer your complaint to the:

  Council’s Complaints Officer.

Tel 0345 6006400

Email   recovery@northumberland.gov.uk

Should the complainant remain unhappy with the response they receive they have the right to contact the Local Government and Social Care Ombudsman.

 

Local Government and Social Care Ombudsman.

Tel 0300 0610614

www.lgo.org.uk

Your complaint should be about the council that you sent your original complaint to. Explain what the Enforcement Agents have done wrong but focus on your council’s response to your original complaint.

 

If your complaint relates to Magistrates and Highways England, you may refer your complaint to the:

 

ECB – Enforcement Conduct Board

10 Queen Street Place

London EC4R 1BE.

Email: contact@enforcementconductboard.org

www.enforcementconductboard.org

 

CIVEA – Civil Enforcement Association

Tel 0844 893 3922

Email: admin@civea.co.uk.

 

 

 

 

Upon the conclusion of a Complaint, whether at Stage One or Stage Two or by External Resolution the Resolution Action(s) settled upon shall require implementation in a timely manner. Responsibility for the implementation of Resolution Actions ultimately lies with the following and may be delegated thereby, as appropriate:

 

10.1 Resolution Actions pertaining to customer service shall be the responsibility of:

Quality Manager.

 

 

11.1 Upon the conclusion of a Complaint and the implementation of the applicable Resolution Action(s), senior management will save a copy/copies of the Investigation Report and Decision Letter on the complainants account, personnel concerned shall be given a copy and additional training if necessary and full details of corrective and preventative action taken recorded on the Complaint Record form.

 

 

12.1 All Complaints, Appeals, evidence and other information gathered, held and processed under this Complaints Handling Procedure shall be treated with the utmost confidence at all times.  Such information may be shared with employees, agents or subcontractors of Thoburns Enforcement Services Ltd. only to the extent required to resolve the Complaint in question in accordance with this Complaints Handling Procedure.

 

12.2 In the event that the details of a Complaint are to be used for training or quality improvement purposes, in which case they will be shared with other employees, agents or subcontractors of Thoburns Enforcement Services Ltd. beyond the scope of this Complaints Handling Procedure, the relevant Customer’s express permission must first be sought using that Customer’s preferred contact method.  Personal details (that is, anything that may be used to identify the Customer) shall be removed from all information so used.  Such permission may be revoked at any time in accordance with the Customer’s right to do so under Section 6.2 of our Customer Complaints Policy.

 

12.3 All personal information collected by Thoburns Enforcement Services Ltd. (including, but not limited to, Customers’ names and contact details) shall only be collected, used and held in accordance with the provisions of UK data protection law (including but not limited to the UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003) and Customers’ rights thereunder, as set out in our Privacy Policy available from our website www.thoburns.co.uk.

 

 

 

13.1 Overall responsibility for this Complaints Handling Procedure and the implementation thereof lies with the Managing Director.

 

13.2 This Complaints Handling Procedure shall be reviewed regularly at intervals of not more than 18 months and shall be updated as required.

 

13.3 This Complaints Handling Procedure was adopted on 25/01/2025.

 

13.4 This Complaints Handling Procedure was last reviewed on 25/01/2025.