What happens after you have made a complaint?

Once we receive your complaint we will give you a reference number. This will look something like R12355.

Please keep this reference number safe and remember to use it each time you contact us. This will help us find your details more quickly. If you lose your reference number or don’t have it to hand – don’t worry, we should still be able to find your complaint on our system.

To start, we will work out if your complaint is something we can look into. If we can take it further, we will continue to investigate to try to resolve your complaint. An individual Ombudsman will be dealing with your case and will get in touch to introduce themselves and let you know what the next steps are.