How to make a complaint
Please tell us if you’re unhappy with the service we’ve given. We investigate all complaints, and will do our best to put things right if we’re 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’ll tell you.
If you want to make a general complaint that’s not about an individual or specific application, please fill in our customer feedback form.
If your complaint is about an individual or specific application, contact the member of staff you’ve been dealing with and explain why you’re 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’ve sent you.
Our staff will reply as quickly as possible and take action if we’re at fault, or explain why if we cannot.
If you’re unhappy with our response you can ask for the manager of the person you’ve been dealing with to consider your complaint. The manager’s contact details will be in our initial response or use the feedback form.
If you’re still unhappy
If you’re not satisfied with our response, contact us again and ask for a senior manager to review your complaint. Explain why our previous responses haven’t addressed your concerns. The senior manager will respond within 2 weeks.