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Complaints - Stage 3: Follow up complaint (FOD only)

Step 3.1

For: Band 5 Complaints Handling  Officer/Working Time Officer

Is referral to a Band 2 not required?


If the complaint is not referred to a Band 2 (see step 2.3):

Performance standard

  • For red complaints follow up should start as soon as possible after applying the risk filter, but no later than within one day of receipt.
  • For amber complaints follow up should start as soon as possible, but within 5 days of receipt.
  • Where the complaint is ongoing keep the complainant informed of progress, where they have requested this.

In the case of pesticides complaints

Where a gas complaint involves an installer/engineer:


For instructions on handling working time complaints, please see:


With all complaints (except where the dutyholder is not known):

On COIN:

For guidance on this, please see:

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Step 3.2

For: Band 5 Complaints handling Officer

Is the dutyholder’s response satisfactory?


In all cases except pesticides (see step 3.3), if the response received from the dutyholder acknowledges the issue(s) raised and satisfactorily deals with the complaint, or the complaint relates to a gas installer:

On COIN:

For guidance on this, please see:

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Step 3.3

For: Band 5 Complaints Handling Officer

Is the dutyholder’s response unsatisfactory?


If the response received from the dutyholder does not deal with the complaint satisfactorily:

If the response is still unsatisfactory, or the complaint involves ill health relating to the storage or use of pesticides:

On COIN: 

For guidance on this, please see:


Performance standard:

Ensure the Band 2 is made aware of the unresolved complaint:

Go to step 3.5

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Step 3.4

For: B5 Complaints Handling Officer

Is there no response from the dutyholder?


Where there is an obvious risk of serious personal injury:

Go to step 3.5

Otherwise:

Where, following reminder action, still no response has been received to a request to a landlord dutyholder for a gas safety certificate:

In every case, if there is still no response:

On COIN:

For guidance on this, please see:

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Step 3.5

For: Band 2

Is Band 2 action required to resolve the complaint?


Where a complaints handling officer has referred a complaint because:

Do one of the following three options:

Option 1:

On COIN:

For guidance on this, please see:


Option 2:

On COIN:

For guidance on this, please see:


Option 3:

When considering investigating domestic gas complaints, please see:

On COIN: 

For guidance on this, please see:


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Step 3.6

For: Inspector

Is the complaint to be investigated?


If the complaint is to be investigated:

Go to  investigation procedure

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Step 3.7

For: Band 4 and Complaints handling Officer:

Is the follow-up action due a review?


Review the progress of the complaint with the Complaints handling officer at regular intervals to determine whether:

Where the decision is to continue:

On COIN:

For guidance on this, please see:


Where it is decided that the complaints handling officer should not follow up any further, either:

On COIN: 

For guidance on this, please see:


or

In the case of pesticides complaints

In the case of Product Safety complaints report the outcome of the complaint to the Product Safety Team by email so they know what is happening.

On COIN:

For guidance on this, please see:

And go to Step 3.6


Performance standard:

Review the complaint follow-up process:

Inform the complainant of progress if they have requested it: 

Next: Stage 4: The appeals process

Updated 2020-08-04