Introduction
Quo Vadis Trust’s Complaints Policy explains how complaints, compliments and suggestions are managed across the organisation. It outlines the principles of the complaints process, expected response times, and how feedback is used to improve services and ensure clients are treated fairly, consistently and with respect.
Key Highlights
Fair and accessible complaints process
The policy sets out a clear, accessible process for raising concerns, ensuring every complaint is handled consistently, impartially and in line with the Housing Ombudsman Complaint Handling Code.
Learning through feedback
QVT encourages complaints, compliments and suggestions as valuable opportunities to improve services. Feedback is reviewed regularly to identify trends, strengthen policies and improve the experience of clients.
Key Principles
Our Principles
- Fair and impartial investigation
- Accessible complaints process
- Clear response times
- Respect and confidentiality
- Continuous service improvement
The Complaints Policy is designed to ensure every concern is handled fairly, consistently and transparently.
Types of Feedback
- Complaint
- Suggestion
- Compliment
- General Feedback
QVT welcomes all forms of feedback to help recognise good practice and identify opportunities for improvement.
Source: QVT Complaints Policy 2025/26.
Download the full policy
Download the complete Complaints Policy 2025/26 to read Quo Vadis Trust's full complaints procedure, response standards and commitment to continuous service improvement.