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:
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.
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.