How we will deal with your complaint
The complaints procedure has three stages.
Stage 1 – First complaint
You should contact us at Peabody Direct. We will try and sort out your complaint immediately. If this is not possible, we aim to acknowledge your stage 1 complaint within three working days and send you a written response within 10 working days of the acknowledgement.
If your complaint is complicated, we may need longer than 10 working days to investigate it. We will tell you if this is the case and let you know how long the response will take.
Stage 2 – Complaints to the governance team (complaints). If you are not satisfied with our response at stage 1, you should contact: Governance team (complaints), 45 Westminster Bridge Road, London, SE1 7JB
Email: complaints
Tel: (020) 7021 4518.
We aim to acknowledge your stage 2 complaint within three working days and send you a written response within 15 working days of the acknowledgement.
If your complaint is complicated, we may need longer than 15 working days to investigate it. We will tell you if this is the case and let you know how long the response will take.
Stage 3 – The Complaints Panel
If you are not satisfied with our response at stage 2, you should write to The Complaints Panel, care of the Governance team (complaints) at the above address.
The Complaints Panel will consider your complaint at a hearing. You can attend in person or send in a written response. You can bring someone along to support you.
We aim to acknowledge your stage 3 complaint within three working days and the Panel will aim to hear your complaint within two months. We will send you a written response within 10 working days of the Panel meeting.
We will give you more details about the Complaints Panel if your complaint reaches this stage.
In this article
