COMPLAINTS PROCEDURE

1. Purpose

At SLP Investment & Management Ltd t/a supportedlivingproperty.co.uk, we are committed to delivering a professional, transparent, and high-quality service. We recognise that, on occasion, things may go wrong. This procedure sets out how complaints are handled fairly, promptly, and consistently, ensuring learning and continuous improvement.

2. Our Commitment

We aim to:

• Treat all complaints seriously, respectfully, and without bias
• Resolve issues as quickly and effectively as possible
• Communicate clearly and keep complainants informed
• Use feedback to improve our services and systems

Making a complaint will not affect the level of service you receive.

3. What Is a Complaint?

A complaint is an expression of dissatisfaction, whether justified or not, about:

• The standard of service provided
• A delay or failure to act
• Behaviour or professionalism of staff or contractors
• A decision or lack of communication

4. How to Make a Complaint

Complaints can be made:

• In writing: Email or letter
• Verbally: By phone or in person (we may ask for written confirmation)

Please include:

• Your name and contact details
• Property address (if applicable)
• A clear description of the issue
• Dates, times, and individuals involved
• What outcome you are seeking

5. Complaints Handling Process

Stage 1 – Informal Resolution

• Wherever possible, we encourage concerns to be raised directly with the relevant team member.
• We will aim to resolve informal complaints within 5 working days.

Stage 2 – Formal Complaint

If the issue is not resolved informally, or you wish to escalate immediately:

• Submit a formal complaint in writing
• Your complaint will be acknowledged within 3 working days
• It will be investigated by a senior manager not directly involved
• A written response will be provided within 15 working days

If additional time is required, we will explain why and provide an updated timeline.

Stage 3 – Final Review

If you remain dissatisfied:

• You may request a final review
• This will be carried out by a Director or General Manager
• A final written decision will be issued within 10 working days

This response represents the end of our internal complaints process.

6. Record Keeping

• All complaints are logged securely
• Records are retained in line with data protection requirements
• Trends are reviewed to identify learning and improvement opportunities

7. Confidentiality & Data Protection

All complaints are handled confidentially and in accordance with applicable data protection legislation.

8. Continuous Improvement

Complaints and feedback are used to:

• Improve service delivery
• Review policies and procedures
• Provide staff training where required

9. Contact Details

Formal complaints should be submitted to: