Start a Complaint

Before starting a complaint, please follow the ‘Steps to take before starting a complaint’ page by clicking here.

The quickest way to start a complaint is to fill out our online form. This allows you to:

COMPLETE THE APPLICATION EASILY ON OUR PORTAL

SAVE YOUR APPLICATION AND COME BACK AT YOUR CONVENIENCE

UPLOAD DOCUMENTS AND PHOTOS TO SUPPORT YOUR CASE

LEAVE MESSAGES ON YOUR CASE

TRACK AND ACCESS UPDATES ON YOUR CASE

To get started, click our ‘Start a complaint’ button below.

If you prefer, you can fill out a paper application form and send it back to us by email or post. Download a copy here or contact us if you need us to send the form to you.

To learn more, please visit our FAQ and Resources area.

For returning customers, to access your existing complaint, please click below

We understand that managing your complaint can leave you angry or frustrated, but please be polite and considerate when interacting with us. We will not tolerate abuse of our colleagues – they are here to help you to resolve your complaint. 

Customers often ask

What if I don’t want to take my complaint any further?

You don’t have to see a complaint through if you don’t want to. If you decide you don’t want to take it any further, no problem. Just let us know and we’ll close the case.

How do you make your service accessible?

We want to make sure our service is simple and easy to use, whatever your needs. Information about our service is available in:

  • large print;
  • Braille;
  • easy-read; and
  • audio

We can also let you know how to complain to us if you need translation services or British Sign Language. Just ask us.

How long will it take?

Naturally, we want to come to decisions as quickly as possible. This, of course, depends on how complex your complaint is. We aim to complete all cases within 40 working days – although most shouldn’t take this long. We will keep you posted on how things are going.

Feedback

Have you received a great service from one of our members of staff? Do you have a suggestion on how we could improve our service?

It’s important for us to know when we have done a good job and it helps us improve when things don’t go as expected.

Please get in touch and give us your feedback.