DIO Pinnacle, Vivo and Amey are focused on providing the best service possible to Service personnel and families. However, sometimes things go wrong. The guidance below, outlines the process should you wish to make a complaint. We also welcome your feedback where something has gone well.
Whatever the problem, we will endeavour to sort it out as quickly as possible. We value your feedback and monitor complaints to help us focus on improving our service across all areas.
Complaints are handled in two stages, with the aim of making sure that they can be fully investigated and promptly put right where there is an issue that requires resolution. If you are dissatisfied by the response at any stage, you will be given the opportunity to proceed to the next stage.
Stage one
If you are dissatisfied with our service, please call Pinnacle’s National Service Centre on 0800 031 8628 or visit the Pinnacle website.
Once you have registered a complaint it will be acknowledged within 24 hrs and a Pinnacle representative will then contact you, and provide you with a reference number for your complaint. They will explain how the process works and keep you regularly updated on the progress of your complaint.
Stage two
If your complaint has been formally closed at stage one and you are not satisfied with the response, you can then escalate your complaint to the DIO Customer Services Team and Accommodation Policy. You can do this in two ways:
1. Interactive form: by completing the stage two complaint form, which is available on the Defence Intranet.
2. Email: by emailing the DIO Customer Service Team setting out your stage two complaint.
If you are making a complaint via email, please ensure you include:
- The stage one complaint reference number
- Your name and telephone number
- The SFA address relating to your complaint
- Why you are not happy with the result of your stage one complaint
- What desired outcome or remedy you are seeking
Emails that omit any of the above information will not be accepted by the Customer Services Team. Please send your email to: diordaccn-stage2noreply@mod.gov.uk
If you make a stage two complaint, we will have access to your stage one complaints details and records, so you do not need to re-submit the full details of your complaint.
We will acknowledge it within two working days and provide you with a reference number. We will conduct a further review, in collaboration with MOD Policy and will endeavour to provide a response or an update within 10 working days of the issue of the acknowledgement.
Further independent advice
You can also seek independent advice through the following channels:
- Local service welfare organisations
- Unit Welfare Officer
- RAF Community Support Officer or Unit Families Officer
- Families Federations representatives
- HIVE
Alternatively, there are civilian organisations such as Citizens Advice Bureau, Service charities or housing advice centres who can help.
Complaint submission timings
To effectively deal with complaints, it is necessary for them to be considered as closely as possible to the date of the matter arising. Therefore, complaints are to be submitted within the timings detailed below.
- Stage one – Submission within 28 working days of the incident
- Stage two – Submission within 28 working days from receipt of the Stage 1 response
*If the complaint is related to a culmination of events/matters, then it should be submitted within 28 days of the last event.
Complaints submitted outside these timings will only be considered if there are clear extenuating circumstances, such as deployments, training etc., and will only be accepted on a case-by-case basis.
Full information about SFA complaints can be found in JSP 464: tri-service accommodation regulations (TSARs) Volume 1, Part 1, Chapter 9