How to make a complaint
A guide to complaints
In this section, you'll find information on how to make a complaint and how we'll respond.
We pledge to do the basics brilliantly and to keep on getting better. To achieve this, we continually strive to improve our services and welcome your complaints, comments and compliments on how we're doing.
We know that sometimes things go wrong or that the services we offer may not always meet your expectations. So, please let us know when things go wrong or don't live up to your expectations, so we can put things right and learn from this.
Our board Complaints Champion (Member Responsible for Complaints) is Gail Puttock.
Please also see our 'Make things right' campaign page.
Please note, we usually aim to respond to your initial contact regarding a complaint within five working days but there may be times where this timeline can't be met. We will advise you where this happens.