Urban & Civic plc (“U&C”, “Company”, “Group”) Complaints Policy

We aim to maintain high standards at all times, and we’re keen to improve what we do and how we do it. We accept complaints and other feedback about anything that we do or are connected with.

If you make a complaint to us, we will aim to resolve the complaint to your satisfaction and ours.

Our approach:

We always hope to resolve issues and questions through our open and accessible communication channels and team on the ground. We aim to do this informally where possible, promptly and amicably and operate in line with our values as a UCC Group business.

If a complaint is considered unreasonable, or if the person making it acts unreasonably, we may depart from our usual complaint processes. Unreasonable behaviour might include excessive communication, harassment of staff, abuse and refusal to acknowledge communications.

There may be occasion when your complaint relates to an area that is not the responsibility of Todds Nursery In these instances, we will advise and signpost accordingly upon receiving the complaint.

The process:

Stage 1: Local Resolution (Informal) Handled by: Head Office Support Services

Most general day-to-day concerns, issues or complaints are best handled by our support team based in our Head Office, where they will liaise across the business to resolve the issue.

  • How to report: contact the Head Office Support Team on info@urbanandcivic.com setting out the nature of your complaint and what resolution you are
  • Acknowledgement: the Head Office Support Team will acknowledge your complaint you within 3 working days provide a reference to be used in future A named individual within Head Office Support Team will be your point of contact from that time.
  • Process: an investigation into the issue, complaint or problem will be undertaken by the relevant project team or other relevant internal
  • Response and Resolution: we aim to resolve the issue or provide a clear explanation for our investigation and conclusions within 10 working days and sooner where we
  • Your resolved issue or complaint will be kept on file including details of resolution for a period of 6
  • If the matter is complex or the local response was not satisfactory, the complaint would move to Stage 2 (set out below).

Stage 2: Director Review (Formal) Handled by: Director

If the matter is complex or the local response was not satisfactory, we would move to a formal review. This stage looks at how and why resolution has not occurred at Stage 1, checks the process and decision-making at Stage 1 and investigates if resolution is still possible. This will be independent of Stage 1 and provide a fresh pair of eyes (through the introduction of a Director) on the complaint and possible resolution.

  • How to escalate: email info@urbanandcivic.com quoting your Stage 1 reference and with the Stage 2 Form completed
  • Acknowledgement: the Director will acknowledge the complaint within 5 working A request for further information or background may be issued at this stage.
  • Process: there will be a review of the process to date at Stage 1 and adherence to the complaints policy and compliance with UCC’s processes, procedures and permissions (governing developments and operations).
  • Response and resolution: you will receive a formal written response within 15 working days, outlining any resolution or changes we will
  • Your resolved issue or complaint will be kept on file including details of resolution for a period of 6
  • If the matter is vexatious or the Stage 2 response was not satisfactory, the complaint would move to Stage 3 (set out below).

Stage 3: Strategic Oversight (Escalated) Handled by: Group Director

For issues that remain unresolved after Stage 2, a final review is conducted at the corporate level where consideration is given to the reasons for escalation, the inability to reach resolution and where the complaint affects the integrity or approach of our master development role or wider developments and operations.

A complaint may also reach this stage if it has become vexatious in nature.

  • How to escalate: email info@urbanandcivic.com stating your intention to escalate to Stage 3 of the complaints Please provide your Stage 1 reference, Stage 2 form and the written response you received from Stage 2.
  • Acknowledgement: the Group Director will acknowledge the complaint within 5 working A request for further information or background may be issued at this stage.
  • Process: there will be a full review of the process to date and an investigation into why a resolution had not been reached.
  • Final response and resolution: we will issue a Final Decision Letter within 20 working days from receiving the escalation to Stage This letter will outline UCC’s definitive position and, where applicable, any follow-up with other authorities or bodies for external escalation and resolution – for example the Local Planning Authority, Property Ombudsman or Environmental Health.

Stage 2 Complaints Form

Name

 

Contact details

 

Reference number

 

Escalation Details:

o    Date of Stage 1 response

o    Reason for escalation: clearly state why you believe the previous investigation or resolution was incorrect or insufficient.

o    Outstanding issues: list any points from the original complaint that remain unaddressed.

Desired Outcome:

o    Describe specifically what action you would like the organisation to take to resolve the matter

Supporting Evidence:

o    Attach any new information or documents that were not considered in the initial review.

*Any personal information you provide will be handled in line with our Data Privacy Policy