Complaints

Important update on how we handle complaints

We want to improve how we manage complaints so that we can deliver a better experience for our customers. As part of this, we have introduced a new approach to complaints handling. This means we have updated our policies and procedures.

To ensure a smooth transition to the new model, we have been introducing the changes in stages over the last six months.  Two complaints policies will be in place while we complete the move to the new model over the coming months.

• If you raise a complaint on or after 14 May 2025, the new complaints policy will apply.
• If you raised a complaint before 14 May 2025, the old complaints policy will apply.

We’ll continue to update our website throughout the transition, clearly outlining which policy applies to each area of our services.

If you have any questions, please get in touch by emailing: complaints@curo-group.co.uk

We know that we don't always get it right, but If you are in any way unhappy with the service you have received from us, please let us know by filling in the form below or by calling 01225 366000.

You can read our Complaints Policy and our Annual Complaints Service Improvement Report by clicking on the links, right. 

For all MyCuro users, you can now raise your complaint through MyCuro ‘Manage My…’, selecting complaints from the drop-down menu. You will also be able to see status updates on your complaint.

What is a complaint?

The Housing Ombudsman defines a complaint as any expression of dissatisfaction, however it is made, about the standard of service we've provided, actions or lack of action on Curo’s part, our colleagues, or those acting on Curo’s behalf, affecting an individual or group of residents. 

A resident does not have to use the word ‘complaint’ for it to be treated as one. Whenever a resident expresses dissatisfaction landlords must give them the choice to make complaint. A complaint that is submitted via a third party or representative must be handled in line with the landlord’s complaints policy.

How we deal with complaints

Our Complaints Procedure sets out detailed guidance for colleagues on how to manage complaints. This uses a two-step process: 

Stage 1: wherever possible, agreeing a quick resolution. 

• We will acknowledge a complaint within 5 workings days of receiving it.
• We will offer a Stage 1 resolution within 10 working days, if possible.
• When we have offered a Stage 1 resolution, complainants will be given 10 working days to respond or provide evidence to support their claim, where required.
• If additional complaints are raised during the investigation, these must be incorporated into the stage 1 response if they are related, and the stage 1 response has not been issued.
• Where the stage 1 response has been issued, the new issues are unrelated to the issues already being investigated or it would unreasonably delay the response, the new issues must be logged as a new complaint.
• It is possible for the complaint case manager to ask to extend this timeframe, but they must notify and agree this with the complainant. Any extension must be no more than 10 working days without good reason, and the reason(s) must be clearly explained to the customer. If an extension is agreed the customer must be provided with the details of the Housing Ombudsman.
• If a request for escalation to stage 2 is received, customers are not obligated to provide an explanation for their decision.

Stage 2: where we need to investigate further and propose a resolution. 

• The person considering the complaint at stage 2 must not be the same person that considered the complaint at stage 1.
• Requests for stage 2 must be acknowledged, defined, and logged at stage 2 of the complaint’s procedure within five working days of the escalation request being received.
• We will offer a stage 2 resolution within 20 working days of the complaint escalation date, if possible.
• When we have offered a stage 2 resolution, complainants will be given 10 working days to respond or provide evidence to support their claim, where required.
• The timeframes set out above are in line with the Housing Ombudsman’s Complaint Handling Code.
• It is possible for the complaint case manager to ask to extend this timeframe, but they must notify and agree this with the complainant. Any extension must be no more than 20 working days without good reason, and the reason(s) must be clearly explained to the resident. If an extension is agreed the customer must be provided with the details of the Housing Ombudsman.
• Where a complainant fails to engage with Curo to progress the complaint management and subsequent resolution within the timeframe set by the case owner, their complaint will be closed due to no contact.

Housing Ombudsman

If you’re unhappy with the outcome of Stage 2 you can raise your complaint with the Housing Ombudsman. Customers can find out more information about making a complaint to the Housing Ombudsman on its website: www.housing-ombudsman.org.uk

• Email: info@housing-ombudsman.org.uk
• Call: 0300 111 3000
• Write to: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET

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