Complaints and Financial Redress Policy 2024 - 2027

This document sets out our overall approach to handling complaints, in addition to our remedy and financial redress policy.  

Derby Homes - Complaints and Financial Redress Policy 2024 (PDF, 349.4 KB, 21 pages)

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Implementation date: April 2024
Review required:  March 2027


  1. Policy aims
  2. Statutory/regulatory requirements
  3. What is a complaint and a service request?
  4. Who can/cannot make a complaint?
  5. How to make a complaint
  6. Who handles the complaint’s process?
  7. The complaints process
  8. Exclusions and time frames
  9. Equality and diversity
  10. Managing unacceptable behaviour
  11. Ombudsman services
  12. Monitoring and reporting complaints
  13. Learning from Complaints
  14. Putting things right - Our remedy and financial redress policy