Complaints, compliments and suggestions

A complaint is when you tell us you are dissatisfied with Bolton at Home services (this is also known as an expression of dissatisfaction). 

This could include when:

• You think we have done something badly or wrong.
• You think we have not done something that we said we would do.
• You think we have failed to provide a service to the agreed standard.
• You think we have treated you unfairly or discourteously.

A complaint could also be about a person or organisation acting on behalf of Bolton at Home. For example, it could be about one of our partners or contractors, who Bolton at Home pays to provide services for its customers.

Bolton at Home define a complaint as an expression of dissatisfaction by a customer when something has gone wrong. This may be about the quality of the service you received, how we delivered the service to you, how you were dealt with or how you have been affected as an individual /or a group.

We ask that you contact us with your feedback within 12 months of the incident occurring to allow us to deal with the matter as soon as possible.

We are unable to accept your complaint if:

• It relates to a first time request for a service;
• Legal proceedings are pending or have started, or where there is a legal solution;
• It relates to an issue that has occurred due to an Act of God e.g. high winds;
• It is a disagreement with our policies or procedures;
• It relates to reports about neighbour nuisance and/or antisocial behaviour (this will be dealt with under our Antisocial Behaviour Policy);
• It is considered the demands are unreasonable / aggressive or unreasonably persistent.

Stage 1 complaint:

We have a specialist dedicated team of Customer Care Coordinators to handle your complaint, compliment or suggestion. If you want to make a direct complaint, compliment, or suggestion, you can:

• Use our web forms (by clicking or tapping on the tiles above)
• Send a letter to the Customer Care Team (you'll find our address below)
• Email us at customer.care@boltonathome.org.uk
• Phone our Customer Contact Centre on 01204 328000
• Send us a private message on Facebook
• Or contact your local MP/Elected Member to act on your behalf. A list of MPs/ Elected Members can be found at www.parliament.uk/mps-lords-and-offices/mps

To help us assist you:

• Please provide your name and address
• Let us know about your feedback
• Let us know what you think we should do
• Please provide your daytime contact number and email address (if you have one)

We will always try to resolve your complaint in the first instance over the telephone, but if this is not possible and we need time to look at it, we will acknowledge that we have received your complaint with five working days. We will aim to provide you with a full response within 10 working days. If we can’t get back to you in that time, we will explain why and tell you how long it will take.

Here's our address:
Bolton at Home
98 Waters Meeting Road
Bolton
BL1 8SW
01204 328000
customer.care@boltonathome.org.uk

Stage 2 complaint (Senior Management review):

If, after we have investigated your complaint, you are still not happy you can ask us to progress to Stage 2. This review will usually be done by a Senior Manager or a Director. They will undertake a detailed review and investigation to ensure your complaint has been handled in a fair and appropriate manner and a written response will be provided to you within 20 working days.

You can leave feedback on our complaints process if you'd like to tell us how we did or how we can improve.

To leave feedback, please telephone 01204 328000 or send an email to customer.care@boltonathome.org.uk.