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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):

  • seek a response from the dutyholder to the complaint, usually by telephone
  • request confirmation of the dutyholder's response in writing, this can include email
  • inform the dutyholder that the complainant will be informed of the outcome where they have requested feedback.
  • Investigate red complaints before any amber complaints

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:

Working Time

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

  • record the action taken

On COIN:

  • add note(s) to the complaints case created by the B6 and amend the relevant sections on the Primary page

For guidance on this, please see:

  • COIN Guidance - Complaints
  • COIN Guidance - Data Handbook - Complaints
  • COIN Guidance - Quick guide to complaints

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:

  • inform the complainant and/or any third party of the outcome where feedback has been requested.
  • In the case of gas complaints use standard letter GSL2
  • retain any relevant written information received from the dutyholder
  • record details of all the action taken and the outcome achieved

On COIN:

  • add a note(s) to the Complaints case and close the case

For guidance on this, please see:

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:

  • seek clarification from the dutyholder if necessary and record this action on COIN

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

  • refer the complaint to a Band 2

On COIN: 

  • add a note(s) to the Complaints case

For guidance on this, please see:

  • COIN Guidance - Data Handbook - Complaints
  • COIN Guidance - Quick guide to complaints

Performance standard:

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

  • within 3 working days of receipt of the dutyholder’s response, or
  • immediately, where there is an obvious risk of serious personal injury

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:

  • refer the complaint to a Band 2 immediately
  • attempt to contact the dutyholder again as soon as possible, checking dutyholder details are correct, and record this action

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

  • send a witness statement to the complainant (tenant) with a reminder, if necessary

In every case, if there is still no response:

  • refer the complaint to a Band 2

On COIN:

  • add a note(s) to the Complaints case

For guidance on this, please see:

  • COIN Guidance - Data Handbook - Complaints
  • COIN Guidance - Quick guide to complaints

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:

  • the complainant was abusive or aggressive (see step 1.3)
  • any of the circumstances listed in step 2.3 apply
  • the dutyholder did not respond (see step 3.4)
  • the dutyholder’s response was inadequate (see step 3.3)
  • the complaint involves ill health relating to the storage or use of pesticides (see step 3.3)

Do one of the following three options:

Option 1:

  • end action on the complaint, ensuring the complainant is notified of the decision (unless the complaint is anonymous), and that this action and the decision itself, with the reasons, are recorded.

On COIN:

  • ensure a note(s) is added to the Complaints case and the case is closed

For guidance on this, please see:

  • COIN Guidance - Data Handbook - Complaints
  • COIN Guidance - Quick guide to complaints

Option 2:

  • refer the complaint back to the complaints handling officer with instructions on what action to take (ie return to step 2.2)

On COIN:

  • ensure a note(s) is added to the Complaints case

For guidance on this, please see:

  • COIN Guidance - Data Handbook - Complaints
  • COIN Guidance - Quick guide to complaints

Option 3:

  • refer the complaint to an inspector for investigation and notify the complaints handling officer of this action.

When considering investigating domestic gas complaints, please see:

On COIN: 

  • ensure a note(s) is added to the Complaints case, the case status is amended and the Complaints case is assigned to the investigating inspector

For guidance on this, please see:

  • COIN Guidance - Data Handbook - Complaints
  • COIN Guidance - Quick guide to complaints

Step 3.6

For: Inspector

Is the complaint to be investigated?

If the complaint is to be investigated:

  • follow the appropriate steps in the Investigation procedure, starting at the beginning of Stage 3: Prepare the investigation

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:

  • the complaint is to be followed up any further, or
  • the follow-up action should be now be concluded

Where the decision is to continue:

  • the reason(s) for this must be recorded
  • the complaint must be reviewed again regularly thereafter

On COIN:

  • add a note(s) to the Complaints case

For guidance on this, please see:

  • COIN Guidance - Data Handbook - Complaints
  • COIN Guidance - Quick guide to complaints

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

  • end action on the complaint, ensuring the complainant is notified of the decision, and that this action and the decision itself, with the reasons, are recorded

On COIN: 

  • add a note(s) to the complaints case and close the case

For guidance on this, please see:

  • COIN Guidance - Data Handbook - Complaints
  • COIN Guidance - Quick guide to complaints

or

  • refer the complaint to a Band 2 for a decision.

In the case of pesticides complaints

  • send full details (complaint and dutyholder proformas or equivalent, COIN references) to the Agriculture and Food Sector at the Nottingham Office

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:

  • ensure a note(s) is added to the Complaints case, the case status is amended and the Complaints case is assigned to the investigating inspector

For guidance on this, please see:

  • COIN Guidance - Data Handbook - Complaints
  • COIN Guidance - Quick guide to complaints

And go to Step 3.6

Performance standard:

Review the complaint follow-up process:

  • whenever significant information comes to light which affects the course of the action
  • always within 3 weeks of the initial decision to follow-up, and
  • no later than every 2 months after the first review

Inform the complainant of progress¬†if they have requested it: 

  • after each formal review
Updated 2020-12-17->