How to make a complaint
Written by The RemedyBridge editorial team · How we write
Quick answer
If you are unhappy with our service, please tell us — complaining is free and it will never affect any enquiry you have with us. Email info@remedybridge.co.uk with what went wrong and your enquiry reference if you have one. We aim to acknowledge complaints within 5 working days and provide a final response within 8 weeks, usually much sooner.
Key points
- Complaining is free and will not affect your enquiry.
- We acknowledge complaints within 5 working days.
- We aim to give a final written response within 8 weeks.
- We can take complaints by email or post, and offer support if you need it.
How to complain
The quickest way is to email info@remedybridge.co.uk with the heading “Complaint”. You can also write to us by post — email us first and we will give you the postal address to use.
You do not need to use any special form or wording. If you would prefer to explain things by telephone or need help putting your complaint in writing, tell us and we will help.
What to include
To help us look into things quickly, please tell us:
- your name and how you would like us to reply;
- your enquiry reference, if you have one;
- what happened and what went wrong;
- when it happened;
- and what you would like us to do to put it right.
What happens next
Acknowledgement
We will acknowledge your complaint in writing within 5 working days and let you know who is dealing with it.
Investigation
We will look into what happened fairly and without bias, review the relevant records and communications, and contact you if we need anything further. Most complaints are resolved well within a few weeks.
Final response
We will send you a final written response explaining our findings, any action we are taking, and the reasons for our decision. We aim to do this within 8 weeks of receiving your complaint, and will keep you updated if a complex matter needs a little longer.
If you are still unhappy
If our final response does not resolve things, you can ask us to review the decision. Where your complaint concerns how we have handled your personal information, you also have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk. For any complaint about a third party’s legal work or professional service, that organisation will have its own complaints procedure, which it will explain to you.
Accessibility
We want everyone to be able to raise a complaint. If you need information in a different format, more time, or help from a family member, carer or representative, just let us know at info@remedybridge.co.uk and we will make reasonable adjustments.
It will not affect your enquiry
Making a complaint is free and will not affect any current or future enquiry, or how we deal with you. We treat every complaint as a chance to put things right and improve our service.
You may not need us — free routes first
You can often resolve repairs for free. Depending on your situation you may be able to:
- report repairs to your landlord in writing and keep a dated copy;
- use your landlord’s formal complaints process;
- take dated photos and keep a record of what you reported and when;
- give your landlord a reasonable chance to put things right.
Frequently asked questions
- Will complaining affect my enquiry?
- No. Complaining is free and will never affect how we handle your enquiry or how we treat you.
- How long will it take?
- We acknowledge complaints within 5 working days and aim to give a final written response within 8 weeks, usually much sooner.
Sources
RemedyBridge provides a free initial check for housing disrepair problems in England & Wales. The result is a guide only and never tells you that you definitely have a claim. Checking your situation is free.