The review is the final stage of our complaints procedure. We will confirm your request to escalate your complaint in writing, within 5 working days of the request.
The Complaints Manager will review all the information gathered, conduct their own investigation into the matter and discuss the complaint with you to understand what you feel has gone wrong.
At this stage, we will invite one of our involved customers to work directly with us to provide an independent view of the issues you have raised. This helps us to ensure that we are fully considering all parties' perspectives. If you would rather that an involved customer did not take part in the review stage, you have the right to decline this.
They will confirm the outcome in writing within 20 working days of receipt of your request, unless we have mutually agreed to extend this timescale – usually by no more than 10 working days unless there is a genuine reason to do so
Before you receive the outcome in writing, the Complaints Manager will discuss their findings with you in order that you have a chance to respond.
If upon conclusion of our investigation into your complaint, you do not feel that Connexus has resolved your complaint satisfactorily, you have the right to refer your complaint to the Housing Ombudsman Service (details below) or where applicable to the relevant regulatory authority. We will confirm this in our response.
We’ll keep a record of our contact with you and correspondence about your complaint in our database.