Making a complaint

How do I make a complaint?

We accept complaints online via MyWandle, by email, post, in person and by any other reasonable contact method. If we receive a complaint via an official Wandle social media account or other publicly accessible forum, we may ask that further contact is made to ensure that confidentiality and privacy is maintained. 

You can email our customer services team (customerservices@wandle.com) or call us during office hours on 0300 200 0120 to report your concerns quickly and easily.

Please make sure to tell us what went wrong, how you were affected, and how we can put things right.

What happens next? 

Acknowledgement 

Once we know what has gone wrong, how you were affected and what we need to do to put things right, we will confirm to you that a complaint has been opened and provide you with a case reference number.  

We aim to acknowledge all complaints within 5 working days. 

Stage One 

All new complaints are investigated at stage one of our complaint process. This involves an internal investigation to find out what has gone wrong and what needs to be done to put things right. These complaints are usually investigated and responded to by a member of the team involved in the initial problem. If a complaint relates to service from one of our contractors we may ask them to investigate and respond to you.  

We aim to respond to stage one complaints within 10 working days if possible. There may be times when we cannot respond within this timeframe and in these cases we will inform you why this is and extend our timescale by no more than a further 10 working days. 

Stage Two 

If you remain dissatisfied with our service after we have responded at stage one of our complaint process or you feel that we have not delivered on our agreements at stage one, you can request that your complaint progress to stage two of our process. This request should be made within a reasonable period (normally within two months of our stage one response or completion of agreed actions). Only concerns that were part of your original stage one complaint will be considered at this stage. 

Stage two complaints will usually be investigated and responded to be a senior member of the team involved in the stage one complaint.  Where a complaint relates to a service provided by a contractor on our behalf, the appropriate Wandle contract manager will investigate and respond. 

We aim to respond to stage two complaints within 20 working days if possible. There may be times when we cannot respond within this timeframe and in these cases we will inform you why this is and extend our timescale by no more than a further 10 working days. 

Stage two is the end of our complaint process and the response provided will be the final response from Wandle to a complaint.

When will a complaint be closed? 

We will notify you when your complaint has been closed to explain why we have done this.  

We will close a complaint when: 

  • A resolution plan has been provided with clear, reasonable timescales for actions 

  • You specifically state that you do not wish to take the matter further 

  • We require additional information from you to proceed with the complaint but have been unable to contact you. This will only be done once three reasonable attempts have been made using all contact information available 

  • A legal hearing has taken place and a judge has made a relevant ruling 

  • The matter has resulted in litigation and is now being dealt with by solicitors 

  • You have acted in an unreasonable or offensive manner and/or refused to cooperate with our staff (see section 2.5 of our complaint policy) 

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