Make a complaint about us
We will always try and treat you with courtesy and respect, but there may be times when you are unhappy with our service.
Here's how you can make a complaint about us.
You can use our Standards of Service complaints procedure if you think we have:
For the purposes of this procedure, a complaint is defined as a written or verbal expression of dissatisfaction with our service.
If you are unhappy about our decision not to investigate your original complaint, or about the outcome of our investigation into your original complaint, this procedure would not be appropriate.
This procedure should also not be used to ask for a review of our response to your Freedom of Information or Subject Access Request.
Please contact us on 0800 343424 to find out what you are required to do in these circumstances.
Anyone who has used our service can submit a standards of service complaint. This may include:
The easiest way is to send in your complaint via the online form below.
You can also:
Please let us know at this stage if you prefer us to communicate with you via a certain method or have any other needs we should be aware of.
You should submit your concerns to us as quickly as possible, and no later than 6 months of the event you want to complain about.
We value complaints about our service and use information from them to identify learning and implement service improvements.
At Stage 1, we will:
If you remain unhappy after you receive our response, you can proceed to Stage 2.
The Investigating Manager will tell you how to raise a Stage 2 complaint within their Stage 1 written response. The Stage 2 investigation is carried out by an Independent Reviewer.
At Stage 2, the Independent Reviewer will:
The Independent Reviewer’s decision on the complaint is final.