Our two stage complaints process

Stage 1 complaints

If you're contacting us about a new complaint, we will pass it to the right team. Explain why you are unhappy and what you'd like us to do to sort out your complaint. You can do this in one of the following ways:

This should be within six months of the issue occurring.

The service will:

  • acknowledge your complaint within three working days
  • provide you with a reference number
  • allocate an officer or manager to investigate your complaint
  • send you a response to your complaint within 10 working days

If we can't respond within 10 working days, we will let you know as soon as possible and say how long we think it will take to investigate and respond to you.