What you should do if you have a complaint?

Charter aims to give you the best standards of service. We try to get it right first time, every time, but there may be occasions when you’re not happy with what we do.

We obviously hope you don’t have a need to complain, but to deal with those times when you don’t feel we’ve got it right for you, we have a complaints procedure. It’s fine to complain if you feel unhappy with something we’ve done, or not done. We’ll always listen to what you have to say, treat your complaint seriously and look into it as soon as we can. We’ll also use your complaint to learn from any mistakes and to continue improving our service. Complaints can be a very helpful way to show us what we need to do better.

What is a complaint?

If you’re unhappy with the standard of service, action – or lack of action – by Charter, its staff or contractors that we use, you can make a complaint. We really don’t mind you telling us that you’re not happy, we’d much rather know!

Can anyone complain?

Yes. Complaints can come from one person, a group of people, or an organisation who think they’ve been affected by something Charter has done, or should have done. Complaints can also come from a friend, relative or someone else acting on your behalf, if that is easier for you.

How is my complaint handled?

We’ll always try to deal with your complaint informally in the first instance. Our priority is to put something right where we’ve got it wrong, if we can, and to explain why we can’t if we can’t. If we can’t solve your problem informally, then we’ll make a record of your complaint and give you a reference number for it. We’ll write to you within three working days and we’ll tell you who’s dealing with your complaint. We’ll look into your complaint in seven working days and write to you or ring you about what we’re going to do to put things right.

If we can’t give you a full answer about what we’re going to do in this time, we’ll contact you again and tell you why we need more time and give you a new date for our response.