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Dealing with Problems

Complaints Handling Procedure

Step 1 - We will always try to resolve any issues straight away. However, we acknowledge that whilst some issues may be simple and can be dealt with quickly, others may be more complex and we may need more time to investigate further. If this is the case, we will send you a formal acknowledgement within 5 working days giving a time scale for our proposed actions and response. Where possible, this will be no more than 7 days after we have acknowledged your complaint.

Step 2 - If the person you report your complaint to cannot resolve your complaint right away they will pass it in turn to:


a. The Supervisor of the Branch or Department concerned. Initially we will complete a complaints form which is then dealt with by the Supervisor who contacts the customer and in most cases the problems are resolved at this stage.

b. A Senior Manager. If the customer wishes to take the complaint further it will be dealt with by a Senior Manager who will look into all the procedures which have taken place and resolve the situation.

c. The Chief Executive. If the complaint is still not satisfied the Chief Executive will be given all the facts and will make a final decision as to the outcome of the original complaint.

Under no circumstances will a complaint take more than 8 weeks to resolve.

Step 3 - The Society is a member of the Financial Ombudsman Service, and if you believe that we have not provided you with a satisfactory response, you have the right to ask the Ombudsman to review your complaint. This should be no more than 6 months after you have received the final decision from the Chief Executive.

The Financial Ombudsman Service is an independent service for resolving financial complaints.

Step 4 - You can write, phone, email or visit the website at www.financial-ombudsman.org.uk

Step 5 - There is a leaflet entitled " Your Complaint and the Ombudsman" for further information.