Complaints Procedure

BOURNE HIPs is a member of Independent Pack Provider Association (IPPA) and is registered with the Property Codes Compliance Board (PCCB) as a subscriber to the HIP Code by using the Hipview Platform provided by Pali Ltd of 2-4 Croxteth Avenue, Wallasey, Wirral, CH44 5UL.

A key commitment under the Code is that BOURNE HIPs will handle any complaints both speedily and fairly.

If you wish to make a complaint:

Complaints should be sent to: Mr P M Walker Customer Services BOURNE HIPs 29 Waterloo Drive Morton Bourne Lincolnshire PE10 0PH 07806974273.

• We will acknowledge a complaint within 5 working days of receipt.

• We will normally deal with a complaint fully and provide a final response, in writing, within 20

  working days of receipt.

• We will keep you informed by letter, telephone or email, as you prefer, if we need more time.

• We will provide a final response, in writing, at the latest within 40 working days of receipt.

• We will liaise, at your request, with anyone acting formally on your behalf.

If you are not satisfied with our final response, you may refer the complaint to;

The Independent Pack Providers Association:

Sycamore Lodge 20 Chapel Lane Wymondham Melton Mowbray Leicstershire LE14 2AA.

or

Independent Property Codes Adjudication Scheme:

Telephone 020 7520 3800 Email: info@idrs.ltd.uk

BOURNE HIPs will co-operate fully with the independent adjudicator(s) during an investigation and comply

with the adjudicator’s decision.