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How to make a complaint

Please tell us if you鈥檙e unhappy with the service we鈥檝e given. We investigate all complaints, and will do our best to put things right if we鈥檙e at fault. We aim to reply within 2 weeks of receiving your complaint, but if the problem is complex and we need more time we鈥檒l tell you.

If you want to make a general complaint that鈥檚 not about an individual or specific application, please fill in our .

If your complaint is about an individual or specific application, contact the member of staff you鈥檝e been dealing with and explain why you鈥檙e unhappy. Tell them what you would like them to do to put things right. The contact details you need will be on the emails or letters we鈥檝e sent you.

Our staff will reply as quickly as possible and take action if we鈥檙e at fault, or explain why if we cannot. If you鈥檙e unhappy with our response you can ask for the manager of the person you鈥檝e been dealing with to consider your complaint. The manager鈥檚 contact details will be in our initial response or use the feedback form.

If you鈥檙e still unhappy

If you鈥檙e not satisfied with our response, contact us again and ask for a senior manager to review your complaint. Explain why our previous responses haven鈥檛 addressed your concerns. The senior manager will respond within 2 weeks.