Housing complaints – a guide for tenants and leaseholders

Any tenant or leaseholder who feels that they have had a poor service from us or from someone providing the service for us can make a complaint.

We understand that you may be unable or reluctant to make a complaint yourself. Therefore, we can take complaints from a friend, relative, or an advocate, on your behalf. If you ask someone to make a complaint on your behalf, we will ask you to give formal consent for them to discuss your personal information or send any documents containing personal information to you directly, for you to share with your advocate, should you wish to. You can also have someone attend any appointments with you or on your behalf.

If you are not a tenant or leaseholder of the Council you cannot use the housing complaints procedure to complain about someone who is a tenant or leaseholder. However, the housing team will still assist you with attempting to resolve your dissatisfaction and you may be able to make a complaint about service provision, which would fall under the jurisdiction of the Local Government and Social Care Ombudsman.

If you do feel that a complaint is appropriate, the Council’s Complaints and compliments policy sets out how the Council will deal with complaints relating to its social (council) housing services. By this we mean those services delivered to council tenants in council homes and leaseholders of properties in blocks of flats managed by our housing team.

• link: Complaints and compliments

You can make a complaint through: 

• online form
• email: housingcomplaints@ashfield.gov.uk 
• telephone: 01623 450000
• in person to a Council Officer conducting Council business on the District
• by post or by visiting our offices:

Ashfield District Council
Urban Road
Kirkby in Ashfield
Nottingham
NG17 8DA.

Due to the nature and volume of contact received via the Council’s social media channels it is not always possible to review and action all comments/posts, therefore, the Council will not accept complaints received via social media.

If you do feel that it is necessary to make a complaint about our housing service it is extremely helpful if you can explain what you are concerned about and how you would like it resolved as this may mean we can rectify the issue for you in a much quicker timescale and to your satisfaction.

We may be able to offer you support and assistance to make a complaint, if you are finding it difficult to do this independently. If you require help in preparing your complaint, please contact us on 01623 450000 or at info@ashfield.gov.uk for more information. You may be directed to the relevant area for assistance in preparing your complaint in the first instance.

Our investigations will:

• deal with complaints on their merits, act independently, and have an open approach
• give you a fair chance to set out your position
• take measures to address any actual or perceived conflict of interest
• consider all relevant information and evidence carefully
• accept complaints received from, and liaise with, third parties acting on your behalf, subject to relevant permission to discuss personal information, in line with GDPR regulations.

Our decision making will be:

• within stipulated timescales
• acknowledge when things have gone wrong, the reasons for this, and what will be done to put things right
• effectively communicated
• proportionate - if a complainant makes unreasonable demands, which are outside the boundaries of our service delivery this will be communicated to the complainant as early as possible
• offer appropriate remedy / redress, where service failure is identified.

We encourage complaints and are committed to using them as a learning experience and, where appropriate, we will offer remedies to put things right. This can be done in a variety of ways including re-attending a repair job, reviewing a decision, offering an apology or explanation, and / or arriving at a solution which may prevent issues reoccurring.

We will also make amendments to policies, procedures, or to the way a service is provided, if it is found these are leading to dissatisfaction with the service.

The complainant submits the complaint which will be acknowledged in writing within 5 days of receipt and then investigated by the appropriate manager.

Timescale:

The complainant will normally receive a written response to their complaint within 10 working days from the date the complaint is acknowledged. The response will confirm the outcome of the investigation and what action, if any, will be taken.

If the complainant remains dissatisfied with the stage 1 response, they can request that the complaint is escalated to stage 2. The request should contain new or additional information that is relevant to their continued dissatisfaction, but you do not need to tell us why you remain dissatisfied, but this can be beneficial if you are able to do so.

The complainant can request their complaint to be reviewed by the relevant Assistant / Executive Director.

The escalation will be acknowledged in writing within 5 working days of receipt and then investigated by the relevant Assistant / Executive Director.

Timescale:

A full review of the case will be undertaken, and a written response will normally be provided within 20 working days from the first working day from the acknowledgement of the complaint.

Stage two of the complaints process concludes our complaints process and once complete will exhaust our internal process. If a complainant remains dissatisfied with the findings at stage 2, they can refer the matter to the Housing Ombudsman for independent review. 

In expectational circumstances and depending on the complexity of the complaint, we may need longer to investigate and fully respond to all of your areas of dissatisfaction. If we require an extension, we will notify you as early as possible, explain the reasons why, and advise you when you can expect to receive a response.

Our tenants and leaseholders can contact the Housing Ombudsman for support and advice regarding our landlord functions or existing complaints at any stage of the process, including prior to submitting a complaint.

However, the Housing Ombudsman will normally only commence formal investigation into a complaint once you have exhausted our complaints process.

Once a complaint is received by the Housing Ombudsman a decision will be made on whether to investigate the complaint and it complaint falls within their jurisdiction.

Should the Housing Ombudsman undertake an investigation into a complaint, they will liaise with us to request any information to support their investigations. This will typically include copies of any relevant documents, policies and information that supported the decision making at each stage of the complaints process.

Once the Housing Ombudsman has completed their investigation, they will communicate their decision to both the complainant and the Council so any recommendations can be actioned or implemented, where necessary.

The Housing Ombudsman Service contact details are:

• telephone: 0300 111 3000
• email: info@housing-ombudsman.org.uk
• post:

Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET

You can find out more information about the Housing Ombudsman on its website:

• website Housing Ombudsman Service

This report sets out a summary and analysis of the complaints received by Ashfield District Council in relation to the delivery of its housing services, which fall within the jurisdiction of the Housing Ombudsman Service, during the 2025 to 2026 financial year (April 2025 to March 2026). Customer feedback is also set out alongside the learning from complaints and any changes made to housing complaint processes / policy.

2.1 Number of complaints

During 2025 to 2026 139 stage one complaints were received. The most complaints were received in October (19) and the least in May (4).

Volumes were broken down as follows:

• Quarter 1 – 19
• Quarter 2 – 31
• Quarter 3 – 48
• Quarter 4 – 41

We also received 31 stage two complaints. This is an escalation rate of 22.3%, which is similar to the previous financial year (20%).

Shown below is a bar chart of the stage one complaints received during 2025 to 2026 by month (blue bar) and the number responded (orange bar) to in time. The orange dotted line shows the average time taken to respond, the purple dotted shows the average time taken from acknowledgement of the complaint to response and the pink dotted line shows the average time taken from receipt of the complaint to acknowledge it.

• document: Stage One complaints received during 2025 to 2026, by month

Shown below is a bar chart of the stage two complaints received during 2025 to 2026 by month (blue bar), number responded (orange bar) to in time. The orange dotted line shows the average time taken to respond, the purple dotted shows the average time taken from acknowledgement of the complaint to response and the pink dotted line shows the average time taken from receipt of the complaint to acknowledge it.

• document: Stage Two complaints received during 2025 to 2026, by month

2.2 Performance

There has been a 46.32% increase in the number of stage one complaints received in 2025 to 2026, compared to the previous year which is the expected trend with the increased awareness of the housing complaints process and is in line with sector trends, showing increasing complaint volumes. Increasing complaints indicates that the council has an accessible complaints process.

61.2% of the stage one complaints received in 2025 to 2026 were found to be upheld or partially upheld, which is slightly higher than the previous financial year.

In 2025 to 2026, stage one complaints took an average of 11.1 working days (1.4 days less than 2024 to 2025), which is lower than the overall target of 15 working days.

The following graph compares stage one complaint volumes over the last 3 financial years. The green line shows performance for the 2025 to 2026 financial year, the orange line shows performance for 2024 to 2025, and the blue line shows performance for 2023 to 2024.

• document: Stage one complaint volumes over the last 3 financial years

Stage two complaints have increased by 63%, compared to the previous financial year, which can be expected, with increasing stage one complaint volumes. However, the proportion of complaints escalating to stage two remains relatively similar at 22.3% (20.0% in 2024 to 2025).

The proportion of stage two complaints that have been upheld or partially upheld is 61.3%, which is also higher than last financial year (47.4%).

Stage two complaints took an average of 25.5 working days, from receipt to response, against an overall target of 25 working days. Performance in this area has improved on last financial year.

The following graph compares stage two complaint volumes over the last 3 financial years. The green line shows performance for the 2025 to 2026 financial year, the orange line shows performance for 2024 to 2025, and the blue line shows performance for 2023 to 2024.

• document: Stage 2 complaint volumes over the last 3 financial years

2.3 Breakdown of stage one complaints/service requests by service area

94.24% of stage one complaints were responded to within Complaint Handling Code guidelines, which is an improvement on the previous financial year (86%). 6 or 4.3% of the stage one complaints received required an extension to the usual response deadline, as permitted within the Complaint Handling Code.

2.4 Breakdown by stage of complaint

Stage One

Non-compliant stage one responses - (Complaint Handling Code timescales)

A list of complaints that were not responded to within complaint handling timescales, along with the reason why and the relevant department:

Not acknowledged within complaint handling timescales (5 working days from receipt)

• Community Safety - 1
• Lettings - 2
• Major Works - 1
• Responsive Repairs and Voids - 2

Not responded with complaint handling timescales (10 working days from acknowledgement)

• Housing Management – 1
• Major Works - 1

As non-compliance with the requirements of the Code has been identified, these have been raised with the relevant department and advice given on how to achieve compliance. Compliance with the Code is closely monitored. Complaint handlers have also received additional training on dealing with housing complaints.

Complaints by type

The stage one complaints received within the financial year were broken down as follows:

The percentage of complaints by type is shown below and is compared to the same period the previous financial year. Green colouring denotes this year’s proportion is lower than last year and red denotes a higher proportion this year. The “Length of time taken” is the highest complaint reason although this has seen an improvement on the proportion of 2024 to 2025 complaints. Poor communication and poor workmanship have increased the proportion this year when compared to last.

• document: Stage One complaints by type - Chart and table

Stage Two

We received 31 stage two complaints in 2025 to 2026; 19 of the stage two complaints were found to be partially upheld or upheld. Stage two complaints were broken down for following service areas:

• Housing Management – 6
• Lettings - 2
• Major Works – 1
• Planned and Cyclical Maintenance – 4
• Responsive and Voids Maintenance - 18

Not acknowledged within complaint handling timescales (5 working days from receipt)

• Planned and Cyclical Maintenance - 1
• Responsive Repairs and Voids - 3

Not responded with complaint handling timescales or acknowledgement (20 working days from acknowledgement)

• Planned and Cyclical Maintenance - 1

As non-compliance with the requirements of the Code has been identified, these have been raised with the relevant department and advice given on how to achieve compliance. Compliance with the Code is closely monitored. Complaint handlers have also received additional training on dealing with housing complaints.

2.5 Proportion of complaints received that relates to leaks, floors or damp and mould

The Council recognises that our handling of damp and mould cases within our housing stock presents a serious risk to both the Council and our tenants. The introduction of Awaab’s Law has placed more stringent requirements on social housing landlords on how they handle and address reports of damp and mould within their housing stock. As a result, we monitor the number of complaints received which relate to this subject area, to assist with identifying patterns.

There are slightly higher proportion of stage one complaints which involve damp and mould this year (38.1%) compared to last year (37.2%) and substantial difference with stage two complaints 21.1% last year compared to 31.3% this year.

2.6 Breakdown of complaints by complainant’s ethnicity

The ethnicity of the complainant (including both stage one and two) is monitored based on the information held in the council’s housing management system, at the time of making the complaint and is not collected as part of the complaints process, to avoid any allegations of bias. The breakdown continues to be relatively consistent with the tenant base.

• document: Breakdown of complaints by complainant’s ethnicity - chart and data table

2.7 Compensation awards as part of complaint outcomes

A total of £5,954.89 compensation was offered at stage one and a total of £3,570.22 was offered at stage two to complainants (this will have replaced any offer of compensation made at stage one), in compensation or ex-gratia payments, as a remedy for resolving the complaints during 2025 to 2026.

2.8 Not accepted

5 contacts through complaint channels (excluding those considered service requests) were not accepted through the complaints process, because of the exceptions set out within the Complaints and Compliments Policy.

2.9 Housing Ombudsman Complaints

During 2025 to 2026, 7 new complaints were referred to the Housing Ombudsman Service for investigation by dissatisfied customers.

The Housing Ombudsman Service have made the following determinations in relation to cases related to the Council during the 2025 to 2026 financial year:

Case 1

Handling of reports of leaks, damp and mould and damaged possessions following major works

• No maladministration – complaint handling
• Reasonable redress – damaged possessions

Case 2

The suitability of the let and consideration of tenant’s needs of the downstairs flat

• No maladministration

Case 3

Handling of reports ASB

• Service failure - complaint handling
• Maladministration - handling of ASB
• Orders: £600 compensation and review of case by senior manager to prevent recurrence

All social housing landlords have a statutory duty to comply with the requirements of the Housing Ombudsman Service’s Complaint Handling Code. On 08 April 2026 the Housing Ombudsman Service wrote to the Council with the findings of their review of our Complaints and Compliments Policy, which was conducted as a routine exercise as part of their duty to monitor compliance with their Complaint Handling Code. The Housing Ombudsman Service made 2 commendations and 15 recommendations, which should be considered by the 30 September 2026. The Council have amended the Complaints and Compliments Policy to incorporate all of the recommendations.

A complaints satisfaction survey is sent to all stage one complainants as part of the resolution documentation for their complaint. We also provide complainants with the option to complete an online survey, where they can submit feedback about the process. Where surveys have not been returned, a follow-up text message is sent, where possible, to remind the complainant.

During 2024/25 only 10 complainants have returned a completed satisfaction survey, which is a response rate of 7%, which is lower than the previous financial year.

Low response rates and low rates of escalation to stage two/the Housing Ombudsman Service are considered as a positive.

A breakdown of the responses submitted by the survey respondents is linked to. The responses are relatively consistent with historical responses where the complainant is typically either very satisfied with the complaint handling and does not wish to escalate to the next stage or they are very dissatisfied with the complaint handling and wish to escalate to stage two.

• document: Breakdown of the responses submitted by the survey respondents

4.1 Actions from learning from complaints

We record any learning outcomes from complaints that require further action or changes to policy, process, or procedure.

A risk rating for each of the actions coming out of complaints is assigned to each action. This is based on the level of potential risk to the Authority/resident for not addressing the action and a future complaint relating to these actions occurring, which may result in a service failure or maladministration finding from the Housing Ombudsman.

From the complaints responded to during 2025-26, 209 learning outcomes were identified, to date 163 or 78% of which have all been implemented by service areas.

Complaint learning outcomes have increased by 107% compared to the last financial year.

A summary of the learning outcomes is as follows:

Percentage Implemented

A sample some of the learning outcomes identified is as follows, where similar learning outcomes have identified, these may have been combined:

• Amendments to the refund of overpaid rent procedure
• Pre-transfer inspection procedure produced which sets out the process/expectations for staff, including the documentation of outcomes and written instructions of works required to tenants, along with consideration of these as part of former tenant recharging
• Officers reminded of the importance of/requirements around record keeping and storing of documents, including the completion of relevant performance logs and wider use of the housing Customer Relation Management System
• Changes implemented around the allocation of outhouses and notifications if these are out of use for periods of time
• Officers reminded of the importance of responding to communication/service requests and highlighting where concerns are raised regarding this
• Officers reminded of maintaining professional conduct when interacting with customers
• Officer reminded of appropriate wording in correspondence, particularly in relation to alleged behaviour and reference to relevant tenancy conditions
• Contractor reminded about ensuring safe working practices are always followed and to take care when cleaning sites.
• Officers reminded that where letters or other correspondence/contact inform a tenant of the requirement for a further visit or action this should be organised in the officer’s diary
• Officers reminded to ensure that follow up actions are carried out and recorded
• Officers reminded that where there are serious concerns about the condition of a property that they are escalated to a Team Leader or Manager for awareness and guidance
• Standby operatives to ensure that measurements/detailed information is supplied following their attendance
• Officers reminded of the requirements of various procedures and the importance of following these
• Communication between Lettings and gas compliance teams improved
• Meeting held with communal cleaning contractor to discuss expected standards
• Updates made to the Council website
• Notice of termination form and follow up letter revised to give clear guidance around recharges. Guidance provided to officers in relation to recharge disputes
• Consideration being given to a specific resource to conduct pre-termination inspections
• Guidance provided to officers on the complaint process and ensuring this is accessible
• Amendments/updates made to the Council’s repairs scheduling software
• More robust tracking for permissions implemented
• New starter vulnerabilities checklist implemented
• Exploration around the post inspection of repairs completed by external contractor, to ensure quality and work is completed
• Officers reminded to check previously raised repairs, before re-raising and escalate if required
• Officers reminded not to change the status of a tenancy on housing management software without checking whether a Notice has been served (intro extension)
• Officers reminded of the importance of considering vulnerabilities and making reasonable adjustments, where required
• Anti-Social Behaviour Procedures updated and implemented
• Corporate Employee Protection Register Procedure to be reviewed
• Ensure installations of ad-hoc boilers is completed within 7 days as per contract requirements
• Officers reminded of the Decant Policy
• Officers reminded of the importance of reporting repairs if these are raised with them or referenced in correspondence
• Major Works team to raise issues with the Housing Management Team if they cannot gain access to a property and to look at obtaining an access injunction if access is not granted by tenants
• Officers reminded of the importance of conducting safe and well checks, where tenants do not respond to requests for access
• Officers to undertake additional vulnerability training
• Officers reminded of the importance of addressing all matters raised, investigating these and updates to other parties in anti-social behaviour cases
• Voids team to ensure that all hedges cut back to an acceptable standard during the voids process, where required.
• The Untidy Garden Procedure to be reviewed
• Steps taken to improve communication between the Council and the contractor and process for communicating new property health and safety check appointments to tenants reviewed
• Additional training around complaints provided to new starters within the repairs call handling centre
• Officers reminded that tenants should not have to prove their situation/household make up to prioritise repairs and what advice to give to update their tenancy details following changes to the household
• Officers reminded of difference between complaints and service requests, and how these are handled
• Managers in Housing Management to monitor performance and undertake regular spot checks of cases
• Officers reminded of the importance of making direct contact with tenants to make them aware of their obligations, assess support needs and take prompt action, where a potential breach of tenancy is reported to us.
• Housing Surveyor provided with further guidance on non-standard items/tenant improvements
• Officers reminded not to discuss tenancy issues on the doorstep/good data protection practices
• Officers reminded of the need to direct queries to the correct officer/department and to escalate these to senior officers, if required
• Service areas outside of housing reminded about circumstances where pest treatment will be provided to tenants without charge
• Information sharing practices between departments was improved
• Officers reminded to check with Pest Control if they receive queries about treatments (outside of normal requests) to see if they will treat, if required. Officers should check where there has been no treatment, the reason why so they and tenants are clear on the position
• Budgets to be reviewed, to consider changes in service demand
• Toolbox talks conducted with officers to provide additional information on topics from complaints
• Permission procedure to be updated
• Processes implemented to ensure that an effective handover of work is facilitated when officers are returning from periods of absence and consideration to the requirement of additional resources during extended periods of absence
• Information gathering/logging improved by out of hours repairs call centre
• Repairs call handlers reminded to check repair history and/or warranty details before booking further jobs
• Call centre officers reminded of the importance of checking jobs have been raised for out of hours repairs
• CCTV Policy reviewed
• Alternative boiler filling loops being installed to prevent the over pressurisation of boilers
• Tenancy Sustainment procedure updated
• Officers reminded of the importance of keeping tenants informed/updated
• Repairs operatives reminded about arrangements for removal of waste following completed works
• Repairs operative reminded to check address before marking job as a fruitless visit
• Housing Operations Team reminded of the importance of raising jobs following requests/inspections
• Housing Management officers to be reminded to check the weekly pest control report and follow up any areas of concern and to check the involvement of other departments where this is flagged by a tenant/as part of investigations
• When reviewing the provision of discretionary services in the future, service areas to consider how these should be communicated to tenants for awareness
• Officers reminded ensure that all relevant details are passed to other Officers/teams and to request further information from the referring Officer in case there is missing information or gaps.
• Officer reminded to avoid making negative or speculative comments about our services
• ASB case management training to be arranged
• Officers reminded to attempt to contact other complainants, if referred to by other complainants in anti-social behaviour investigations
• Repairs priority reviewed for reports toilet not flushing
• Emergency repair script reviewed
• Standby operatives to advise tenants that they are multi-skilled operatives, rather than referencing their primary trade, to avoid confusing or reducing confidence of tenant
• Out of hours repairs officers to consider the primary trade discipline of standby operatives on duty and utilise a specialism available on each shift, if required
• Use of contractors for out of hours repairs to be followed up. Standby managers to oversee these jobs
• Call handling officers to received training on the diagnosis of power related issues, to assist with the trying to identify the possible fault as quickly as possible
• Officers to ensure new tenants are provided with keys to access the main communal block when they sign up for the tenancy.
• Officers reminded about time management and allowing sufficient time to complete investigations
• Officer reminded not to clean mould from tenants’ furniture.
• Specification of works and response timeframes for the cleaning of hazardous substances in communal areas reviewed
• Officers reminded that they should notify tenants when making appointments, if they intend to visit with a colleague
• Letters requesting additional information to support their housing applications to be more specific in respect of the additional information required.
• Officer reminded regularly review emails inboxes to avoid emails being missed
• Wording added to the Homefinder Website to make it clear that documents that have been uploaded will not be viewable to housing applicants until they have been verified
• Officers reminded around the completion of risk assessment for anti-social behaviour cases and ensuring these are updated and communicated to parties involved
• Officers reminded of the importance of providing timely acknowledgements to all emails received.
• Officers reminded to ensure they have an email signature set up on their email account, which include the Officers contact details as per the Council’s Corporate Branding Guidelines.
• Officers reminded to produce an action plan at the start of an ASB case. This will be provided to the complainant.
• Officers reminded that, where possible, correspondence reflects the exact terminology/phrasing used by a complainant to avoid misunderstanding and explain why certain terminology is used, where appropriate
• A pre-formulated response to permission requests to be sent to advise residents not to carry out any works prior to a decision being made
• Officers to be reminded to proof-read/double check letters before sending
• Officers reminded of the importance of ensuring that communication is proportionate, clear, and sensitive
• General guidance to be produced and available to residents around management of pest control issues
• Refresher training to be provided to officers on Awaab’s Law

4.2 Changes to complaints process

The following changes have been made to the Council’s complaints process / policy during 2025 to 2026:

Complaints and Compliments Policy

• No changes made

Housing Complaints Procedure

• 01/07/2025 - Minor amendments to wording relating to complaint escalation and consideration of legislation. Senior Lead Officer changed to Executive Director – Place. Minor amendments to Member Responsible for Complaints section.
• 02/10/2025 - Letter templates updated to reflect new electronic link to satisfaction survey following website update and wording around submission of the complaint following learning from Camden Council. Confirmation of withdrawal letter added to the letter templates within the appendices.

Guidance and good practice on complaint handling published by the Ombudsman is routinely shared with senior leaders and consideration is given to the adaptation of service delivery, policies and procedures, including those relating to complaint handling, to reflect this.

5. Housing Ombudsman Complaint Handling Code

The Council’s Complaints and Compliments Policy and Housing Complaints Procedure has also been assessed against the requirements of the Housing Ombudsman Services’ Complaint Handling Code. Engaged tenants were involved in this process, as well as Council officers. The Council consider that our approach is fully compliant with the requirements of the code. In September 2026 the Council’s Complaints and Compliments Policy was updated to reflect recommendations made by the Housing Ombudsman Service, as part of their duty to monitor review, further information regarding these changes can be found in the Council’s 2026 self-assessment against the Complaint Handling Code in the downloads section of this webpage.

The self-assessment has been reported to the Council’s Cabinet, along with this report and they have made the following comment:

Comment – from Cllr Andy Meakin, Executive Lead Member – Social Housing and Assets, on behalf of Ashfield District Council’s Cabinet.

"The 2025 to 2026 Housing Complaints Performance and Service Improvement Report and Self-Assessment against the Housing Ombudsman Service’s Complaint Handling Code was presented to and reviewed by members of the council’s Cabinet on 21 September 2026. The information contained within the reports demonstrates the Council’s commitment to ensuring we continue to comply with our statutory obligations around complaint handling. We are proud of our open approach to complaint and recognise the importance of ensuring tenants / leaseholders have access to an opportunity to voice their dissatisfaction, to help us shape the services to meet their needs, which is demonstrated by the learning implemented through complaints detailed in this report. Cabinet notes the council’s positive performance in complaint handling and will continue to monitor this, to ensure that we are striving for all complaints to be responded to in line with the Housing Ombudsman Services’ Complaint Handling Code timescales. We note and endorse the findings of the self-assessment, along the adoption of recommendations made by the Housing Ombudsman Service to improve our approach to complaint handling."

Along with publishing this information for our residents to review, we have also submitted it to the Housing Ombudsman Service, to enable them to monitor our compliance with their Complaint Handling Code.