Complaints Policy:

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Office Manager - Jessica Jones

 

Date: February 2025

 

Original Policy Implementation Date: March 2023

 

BACKGROUND

 

As a responsible employer, APD firmly supports the right of residents or businesses in the areas we operate to raise a formal complaint should any of our enforcement activities not meet the core APD operational standards.

 

POLICY

 

A complaint is defined as a statement that something is unsatisfactory or unacceptable in relations to the operations of APD.

 

A complaint can be received via the following means:

 

- Written (email, letter);

 

- Verbally (telephone call, in person either on the doorstep or in the APD offices).

 

APD commits to taking each complaint seriously and rigorously investigating each complaint to ensure:

 

a) The validity of the complaint is sound

 

b) The complaint is acknowledged and all stakeholders are kept abreast of developments accordingly, including the complainant themselves

 

c) Any disciplinary or training requirements from the complaint are actioned in a timely manner

 

d) Lessons learned are captured and applied to any subsequent operational changes required.

 

PROCESS

 

1. Upon receipt of a complaint, the complaint shall be acknowledged in writing – or verbally, if agreed with the complainant – within 2 working days.

 

2. A complaint form shall be created for the complaint and feedback requested from the relevant party (agent, office team member etc) on whom the complaint is centered.

 

3. All necessary evidence (camera footage, statements etc) shall be compiled and an initial decision made on the complaint.

 

4. The decision shall then be provided to the complainant via their chosen method of communication.

 

5. A complainant has the right to appeal/escalate a complaint if they are dissatisfied with the APD outcome.

 

Escalation Process

 

The escalation process for complaints is as follows:

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1. Front of house (internal)

 

2. Middle management/team leader/director (internal)

 

3. In the event a resolution cannot be found internally, we will self-refer to the ECB or appropriate County Court