Complaints policy and procedure

Not happy with our service?

We welcome comments, feedback and suggestions and use these to improve our service wherever possible. We will:

  • Treat complaints seriously and deal with them properly.
  • Respond to complaints promptly and informally whenever possible.
  • Learn from complaints and take action to improve our service.

What to do if you have a complaint

Please let us know as quickly as possible. We have a variety of ways of getting in touch.

What happens next?

If you contact us by phone, we'll try to resolve the issue there and then. If we need to investigate further we will do everything we can to respond within 20 working days.  Similarly, if you complain by email or in writing we'll acknowledge your complaint within 5 working days, and do everything we can to respond within 20 working days. If this isn't possible, we'll explain why and give a new deadline. For example, we may need to contact you for further information or clarification.

What if the complaint is not resolved?

If you are not happy with our response then you can appeal, details of which will be provided in our response to your complaint.