Complaints Policy

Complaints Policy


This complaints policy and procedures will aim to be:

  • Easily accessible to members/clients/managing agents.
  • Simple to use with stages clearly set out and responsibility clearly allocated.
  • Quick, offering prompt action and speedy resolution according to pre-determined time limits.
  • Objective, including provision for independent investigation.
    Confidential in that it will protect the complaints privacy (although anonymous information about complaints may be publicly available in monitoring reports).
  • Comprehensive with principles and key features which apply throughout the organisation.
  • Definition of a Complaint
  • A complaint is an expression of dissatisfaction, in writing, about the standard of service action or lack of action by Mace or Mace’s staff affecting a member/client/managing agent or members of the public.


Who Can Complain?

Complaints will be received and investigated by anyone receiving or seeking a service from Mace including anyone acting for those unable to complain personally and anybody effected by Mace’s services.


How Can Complaints Be Made?

Most clients will try to sort out their grievance without making a formal complaint. They will initially complain to the member of staff with whom they have regular dealings. Many grievances will be resolved in this informal way.


However, ‘front line’ staff should also inform people with complaints of the existence of the complaints procedure and offer advice on how to use it so there is no risk of directing people away from the use of the formal procedure where it is needed.


A complaint must be made in writing. To aid clients making a complaint a form is attached at Appendix 1 but there is no requirement to use it.


Stages of the Complaints Procedure:

STAGE 1: Anyone still dissatisfied will then be able to take their complaint to the Chief Executive for further consideration.

STAGE 2: Anyone still dissatisfied will then be able to take their complaint to the Dispute Sub Committee for further consideration.

STAGE 3: If the person or group is still dissatisfied they will be able to take up the complaint with Mace’s Management Committee.


Special Cases

In the event of a complaint against a committee member the complaint will be made through the Co-op Secretary and referred to the next meeting of Mace’s Management Committee.


Anonymous Complaints

Mace will not investigate anonymous complaints.


Satisfaction of Complaint

Even if the final decision resolved through the complaints system does not satisfy the complainant in terms of their expectations of the outcome, the complainant should be satisfied that their complaint has been handled according to the procedures, that they have therefore had every opportunity to express their views and have been considered fairly.

To ensure the complaint is dealt with within the time limits Mace will, through the Management Committee, monitor the progress of complaints to ensure that response target times are met.

If the complaint is found to be justified the individual will be entitled to suitable redress.

If after all these steps have been taken, the complainant still feels their case has not been dealt with properly, they can approach the Independent Housing Ombudsman at Norman House, 105-109 Strand, London WC2R 0AA, who will investigate the problem.



The Chief Executive will have overall responsibility for co-ordinating, managing and monitoring the complaints system and will ensure consistency.

The Chief Executive will report quarterly to the Management Committee on complaints received, action taken to resolve complaints and on organisational implications.



Mace will ensure that all members are aware of the Complaints Policy in the tenant’s handbook and regularly reporting in the Newsletters.

The Complaints Policy and Procedure will be part of new staff induction training.