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Complaints Policy

HBLB is committed to providing a high-quality service to everyone we deal with. Where you have a complaint, we want to help you resolve your complaint as quickly as possible.

We treat as a complaint, any expression of dissatisfaction with our service which requires a response. We listen to complaints, treat them seriously and learn from them so that we can continuously improve our service.

Our policy covers complaints about:

  • The standard of service we provide
  • Failure to satisfy a lawful duty
  • The behaviour of our staff
  • Any action or lack of action by staff affecting an individual or group

We will not progress complaints under this policy that:

  • Are anonymous or unclear
  • Are abusive, vexatious, or repetitious
  • Concern policy decisions taken by the organisation
  • Concern conduct required by law, government or other authority 
  • Concern any subject beyond the remit of the organisation

If you are not sure how your complaint will be considered, then we will be happy to advise you. Our contact information can be found here.

Our standards for handling complaints are:

  • We treat all complaints seriously
  • You will be treated with courtesy and fairness; likewise we expect you to treat our staff with the same respect
  • We will deal with your complaint promptly – we will acknowledge receipt of a written complaint within five working days and we will send you a full reply within 20 working days of receipt
  • If we cannot send a full reply within 20 working days of receipt, we will tell you the reason why and let you know when we will be able to reply in full


The requirements of the Data Protection Act 2018 will be applied to any personal data that is handled as part of a complaint

How to complain

Complaints should be made in writing this can be via email or post and our contact information can be found here.

When you complain, please give us as much information as you can to help us understand and to investigate your complaint.

Please outline:

  • What you think is wrong
  • When it happened
  • Who you dealt with
  • How you would like us to resolve the matter
  • Your preferred contact details for us to communicate with you

If you remain dissatisfied - in our response to your complaint, we will confirm how to escalate your complaint if you remain unhappy with our response.

Recording complaints

We will log all complaints we receive so that we can monitor the types of problems, the best way to sort them out and how long we are taking to deal with them. This also helps us to take a closer look at how we can improve our own service delivery.

Last Updated: 11 December 2023