If you are unhappy with our service or you think we've got something wrong, please let us know.
How to contact us
You can phone us on 0345 606 0777
Text Relay – if you call from a textphone 18001 0345 606 0777
Fax 0151 221 6601
Telephone from outside the UK +44 151 221 6500
There will usually be someone to take your call from Monday to Friday, 8am to 6pm. We don’t record telephone calls.
Our email address is firstname.lastname@example.org
We only reply to emails that are related to the work we do.
What happens next
If a written response is required, we aim to:
- acknowledge your complaint within 2 working days of receipt
- send you a full response within 3 weeks (if it’s going to take longer, we’ll let you know within 3 weeks and tell you why)
If you’re not satisfied
If you’re unhappy with the way we’ve handled your complaint about us, you can ask your Member of Parliament to refer your complaint to the Parliamentary and Health Service Ombudsman.
In Northern Ireland, you can refer your complaint to the Northern Ireland Public Services Ombudsman.
Performance – 1 April 2016 to 31 March 2017
|Contact the complainant to discuss the next steps||Within 10 working days of initial contact||97.4%|
|Resolve complaints||Within 8 weeks of accepting them for examination||85.7%|
|Clear settlements and investigation cases||Within 15 weeks of the start of the investigation||33%|
|Respond to complaints about our service||Within 15 working days||93.5%|
We also asked complainants how satisfied they were with the service we provided. Of those who responded, 84% said they were satisfied.