Contents
- Policy Statement
- What is classed as a complaint or feedback?
- – What are the different types of complaint or feedback?
- – What we can assist with.
- – What we cannot assist with.
- What the Company does with feedback.
- What the Company does with complaints.
- How to submit a compliment, comment, suggestion or complaint.
5.1 Stage One
5.2 Stage Two
5.3 Final Stage
6.Contact details
End.
1.Policy Statement
Charles Simpson Organisation Ltd are dedicated to providing an unrivalled customer experience. We take all feedback positive or negative onboard and where appropriate use the feedback to review the service we provide. We aim to provide a response to any feedback within a timely manner.
2. What is classed as a complaint or feedback?
A complaint or a piece of feedback is an opinion given by a person or persons who has an experience related to our business and wishes to express it. There are some opinions that we can help with and there are some that we cannot.
2.1 What are the different types of complaint or feedback?
- A compliment – praising an action or event.
- A comment – an observation about something.
- A Suggestion – an opinion on how the Company might improve something.
- A Complaint – an opinion criticising something that needs a response.
2.2 What we can assist with.
- A Compliment, a Comment or a Suggestion.
- A Complaint that relates to one of the following items; –
- Where someone feels that we as a Company have done something incorrectly or to a poor standard.
- Where someone feels that we as a Company have failed to do something that we are required to do.
- Where a resident has breached a site rule.
2.3 What we cannot assist with.
- Where someone wishes to express an opinion anonymously – as we cannot reply.
- Where someone wishes to complain about a fellow resident (dispute) that does not relate to a breach of a site rule.
- When the person making the complaint is already undertaking legal action against the Company.
- When the issue is over 12 months old and it has not been raised previously.
- If 90 days have lapsed since we have given a response to the issue.
- When the complaint is regarding a third-party company where you would need to go direct to them.
3.What the Company does with feedback.
Positive feedback where a member or members of our staff are mentioned will be passed on to them and noted on their personnel file/s.
Positive feedback regarding a particular Park will be passed on to the Park Manager/Warden or Administrator.
Suggestions will be assessed as to their practicality and if they are deemed as reasonable. If any suggestions are initiated, we will notify you as to how, when and where the suggestions will be used – where appropriate. The Directors will respond in a timely manner
4.What the company does with complaints.
- The Company takes complaints seriously and understands that sometimes things can go wrong. There may be times when a complaint can take longer to resolve than you may expect, however, on these occasions we will update you in a timely manner.
- Our aim is to satisfy complaints with our first response in an honest and transparent manner.
- When we receive a complaint, we strive to acknowledge the complaint within 14 working days.
- During our investigation we will update you in a timely manner to let you know we are dealing with it until a conclusion and response is given
- On conclusion of the complaint a written response will be given either by post or email (whatever the complainant/s preference may be).
- If we do not receive a response from the complainant/s within 90 days of the final response the matter will be deemed as closed and final.
5.How to submit a compliment, comment, suggestion or complaint.
Charles Simpson Organisation have a clear process for point of views to be submitted to us, if the process is not followed, we cannot give you an effective response.
5.1 Stage One
- Submit your compliment, comment, suggestion or complaint in writing to your Park Manager/Warden or Administrator either by hand or by post or by email.
- The Park Manager/Warden or Administrator will acknowledge receipt and investigate the matter.
- Once the Park Manager/Warden or Administrator has concluded their investigation they will respond in writing by post or by hand or by email as per the originators request.
In the event of annual leave or no Team member available please go straight to stage two.
5.2 Stage Two
- If you are not satisfied with the response given at Park level then you can contact Head Office by post, by hand or by email for the complaint to be escalated to stage two.
- Head Office will again acknowledge receipt and act accordingly as per the procedures already laid out in this document.
- If the matter takes longer than reasonably expected you can expect an update stating that we are still looking into the matter.
- Once a full investigation has been conducted, we will give you a response in writing by hand, by post or by email.
- If we do not receive a response from the complainant/s within 90 days of the final response the matter will be deemed as closed and final.
- Final Stage
- If on the very rare occasion you feel that the matter is still not resolved to your satisfaction you can ask for the matter to be put to the Directors.
- The Directors will review all correspondence in relation to the case and they will make a final decision.
- The Directors will respond in a timely manner.
- If we do not receive a response from the complainant/s within 90 days of the final response the matter will be deemed as closed and final.
6.Contact details
Park Office & Email Addresses
Alvaston & New City Home Park
kw@csoparkhomes.com
The Park Office
Meadow Lane
Alvaston
Derby
DE24 8RE
Blisworth Park
am@csoparkhomes.com
The Park Office
Station Road
Blisworth
Northants
NN7 3DS
Carterton Park
ln@csoparkhomes.com
The Park Office
Milestone Road
Carterton
Oxon
OX18 3RT
Clifton Park
ns@csoparkhomes.com
The Park Office
New Road
Clifton
Beds
SG17 5SJ
Greenacres Park
kw@csoparkhomes.com
The Park Office
Adbolton Lane
West Bridgford
Notts
NG2 5AX
Limit Park
vr@csoparkhomes.com
The Park Office
Northchurch
Berkhamsted
Herts
HP4 3ST
Marshmoor Park
at@csoparkhomes.com
The Park Office
Wallow Lane
Great Bricett
Suffolk
IP7 7BZ
Pineview Park
vr@csoparkhomes.com
The Park Office
Clophill Road
Maulden
Beds
MK45 2AR
Westfield and The Willows Park
ln@csoparkhomes.com
Post box Outside Park Office
Cane Lane
Wantage
Oxon
OX12 0AE
Woodside Park
vr@csoparkhomes.com
The Park Office
The Grove
Luton
Beds
LU1 4LR
Head Office
enquiries@csoparkhomes.com
Charles Simpson Organisation Ltd
4 Marchmont Gate
Maxted Road
Hemel Hempstead
Herts
HP2 7BE
