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A complaint is an expression of dissatisfaction with a service that Phoenix provides.
We can only accept complaints that are made within six months of when the issue occurred.
You register a complaint by telephone, in writing or in person. You can also email us your complaint to email@example.com
We will firstly try to put the matter right informally within seven days. If we are unable to resolve the matter to your satisfaction, it becomes a Stage 1 complaint.
We will acknowledge your complaint, respond and aim to fully resolve your complaint within 20 working days.
If the complaint is still not resolved to your satisfaction, you can ask a 'designated person' (an MP or Councillor) or a tenants panel to consider it. Please contact us to find out who is your 'designated person'.
They can work with you and Phoenix to resolve your complaint or refer it to the Housing Ombudsman.
Alternatively, you can wait eight weeks before sending your complaint directly to the Housing Ombudsman.
Find out more on the Housing Ombudsman Service website.