Residents' handbook - Moat

SECTION 7FURTHER INFORMATIONFURTHER INFORMATION• Stage oneYou can make an initial complaint by phoning our customer servicecentre, writing to us, sending us an email, visiting any of our offices,filling in a complaints record form, or in person to a member ofstaff.The complaints form is available from us, on request or fromour website at www.moat.co.ukYour complaint will be recorded and we will carry out aninvestigation. Every effort will be made to resolve the complaint atthis stage.The target timescale for responding to complaints at thisstage is ten working days.• Stage twoIf you are unhappy with the response to your complaint, pleasecontact us. At Stage two your complaint becomes the responsibilityof senior management. A senior manager will investigate and willtry to resolve the matter with you.The target timescale forresolving complaints at this stage is ten working days.• Stage threeIf you are still not happy, you may choose to appeal.Your complaintwill then be considered by a panel of two Moat Board members(one of whom should be a resident) and a member of Moat'sExecutive Team.Your appeal must be sent to us in writing.A meeting will be arranged within four weeks where you will beinvited to explain the nature of your complaint. If you wish toattend the meeting, you have the right to bring someone torepresent you. We will consider requests to reimburse reasonableclaims for travel and adult care and childcare costs, if this makes iteasier for you to attend.You will be notified of the final decision inwriting within five working days of the appeal panel hearing.Housing Ombudsman ServiceIf you are still not satisfied with the response following all three stages,you can contact the Independent Housing Ombudsman.TheOmbudsman service is a publicly funded body which oversees allhousing associations and ensures that they act fairly and reasonably.TheOmbudsman will only consider complaints once all three stages in this7-4