Please tell us if you’re unhappy with the service we have given. We investigate all complaints, and will do our best to put things right if we are 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 will tell you.
If you want to make a general complaint, which is 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 have been dealing with and explain why you are 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 have sent you.
Our staff will reply as quickly as possible and put things right if we are at fault, or explain why if we cannot.
If you are unhappy with our response you can ask for the manager of the person you have 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
Contact us again and ask for a senior manager to review your complaint and explain why our previous responses have not addressed your concerns.
The senior manager will respond as quickly as possible within 2 weeks.
This is the final stage of our complaints process.
If you’re still not satisfied
If you’re not satisfied, you can ask your MP to take up your complaint and our handling of it with the Parliamentary and Health Service Ombudsman.