How to complain – Internal Complaints Procedure

INTRODUCTION

From time to time, we may not meet the highest standards that we strive to achieve, and if you believe that you have a reason to complain then Thoburns Enforcement Services Ltd operates an internal complaints procedure.

We will always endeavour to treat all fairly and deliver a high level of service in all areas. We view all complaints to improve our service and correct any wrong for the person making the complaint. If for any reason you are unhappy with the service provided, we would encourage you to discuss your concerns with our customer service advisor as most issues can be resolved at this stage

HOW TO COMPLAIN

If you have a reason to complain you can contact us by:

Online Complaints form at:  www.thoburns.co.uk/make-a-complaint  follow the instructions included with the form.

Sending an e-mail to: info@thoburns.co.uk: Customer Service Advisor.

Sending a letter to: Customer Service Advisor, Thoburn Enforcement Services Ltd. Design Works, Unit 12, William St. Felling, Gateshead, Tyne & Wear NE10 0JP.

By telephone:  0191 4772080 between the hours of 9.00 and 4.30 Monday to Friday chose option 2.

To assist us in dealing with your complaint fully and as quickly as possible please ensure any communication you send us contains as much detail about your complaint as possible. You should ensure you include your reference number, your full name and address and details of how you would like to receive your response. You can tell us what you want to happen or an indication of what you are looking for to satisfy your complaint. All complaints and replies are logged and reviewed, and your complaint will be shared with our client.

WHAT HAPPENS NEXT

On receipt of your complaint our customer services advisor will reply, within 5 working days. If we cannot give a full response in this time, we’ll tell you what we’re doing and when you can expect a full reply. This might happen if your complaint needs more detailed investigation. We’ll aim to respond fully within 10 working days.

If you’re not satisfied with the result of our investigation, you can appeal and ask us to review your complaint at the next stage of the process. You can ask the customer services advisor to escalate your complaint. Upon receipt of an appeal the customer service advisor will reply, within 5 working days to acknowledge receipt of the appeal and that the complaint has been passed to the appeal handler. The appeal handler will review your complaint and make a decision and respond fully within 20 working days. In some situations, we may not be able to help you. For example, this might be where you’re not happy about a legal requirement and escalation will not change the outcome. This is the final stage and completes our internal complaints process.

Full details of our Complaints Handling Procedure can be found here or on our website www.thoburns.co.uk/complaints-handling-procedure

Full details of our Complaints Policy can be found here or on our website www.thoburns.co.uk/complaints-policy

EXTERNAL RESOLUTION

If your complaint is not resolved, and you are not satisfied then 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

Web:  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.

ECB – Enforcement Conduct Board

Post:

ECB Enforcement Conduct Board, PO Box 7956, Wolverhampton, WV1 9US

Email: complaints@enforcementconductboard.org

Web:  www.enforcementconductboard.org

CIVEA – Civil Enforcement Association                                                                             

PO BOX 745

Wakefield

WF1 9RJ

Tel: 0844 893 3922

Email: admin@civea.co.uk

You must refer your complaint to the ECB within 3 months of becoming aware that you had a complaint or within 1 month of Thoburns Enforcement Services Ltd final response.

You must refer your complaint to CIVEA or Local Government Social Care Ombudsman within six months of our final response.

All above operate an independent complaints procedure.