YPP views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
• To make sure everyone at YPP knows what to do if a complaint is received.
• To make sure all complaints are investigated fairly and in a timely way
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired
• To gather information which helps us to improve what we do.

Definition of a Complaint:

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of YPP Lettings.

• A complaint can be received verbally, by phone, by email or in writing
• All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Review:

• This policy is reviewed regularly and updated as required.
• Adopted on: 20th January 2018
• Last reviewed: 20th January 2018

Complaints Procedure of YPP Lettings LTD:

Written complaints may be sent to YPP Lettings 6 Blenheim Terrace, Leeds LS2 9HZ, or by e-mail at info@ypplettings.co.uk or complaints@ypplettings.co.uk . Verbal complaints may be made by phone to 0113 2444 666 or in person to any of YPP staff.

Receiving Complaints:

Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.

• Complaints received by telephone or in person need to be recorded. The person who receives a phone or in person complaint should:
• Write down the facts of the complaint
• Take the complainant's name, address and telephone number. Tell the complainant that we have a complaints procedure
• Tell the complainant what will happen next and how long it will take
• Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.

Stage One:

• In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
• Whether or not the complaint has been resolved, the complaint information should be passed to the correct member of staff
• If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
• Complaints should be acknowledged by the person handling the complaint within a week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
• Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
• Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Stage Two:

• If the complainant feels that the problem has not been satisfactorily resolved at Stage two, they can request that the complaint is reviewed at Management level. At this stage, the complaint will be passed to the relevant line Manager.
• The request for Management level review should be acknowledged within a week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.
• The person who receives Stage Two complaints may investigate the facts of the case themselves or delegate a suitable senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.
• If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.
• The person who dealt with the original complaint at Stage One should be kept informed of what is happening.
• Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
• Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

If there is no resolution at this stage the complaint must be forwarded to complaints@ypp.co.uk and will be reviewed at senior management or director level.