Complaints and Feedback
Our promises to you
Whenever you contact us with your feedback, good or bad, you can be assured we will:
Always listen to what you have to say
Treat you honestly, fairly and politely
Give you help and advice as quickly as we can
Respect your individual needs and your right to privacy
Keep you informed about what's happening
Take action, where appropriate, to improve our service to you
Feedback - Your opinions help us improve our services
We are constantly reviewing the services we provide. If you have any suggestions about improvements to make about the service or feedback about your experience with us positive or otherwise, we would like to hear from you. By letting us know what you think - when we are doing a good job and when you think we can do better - you'll be helping to improve our services for everybody.
If this is regarding a specific issue and you require a response please log this as a complaint, our complaints leaflet below explains how to do this.
Check how we deal with your complaints
If you’re raising a concern, or are thinking about it, it’s important you know what to expect and what the outcome might be.
Our Complaints Leaflet [PDF] explains how to complain, the stages of our process and what we can do.
You can find more information about how we deal with complaints here.
Let us put things right
If something has gone wrong, let us know what’s happened. We’ll talk through your problem informally and do our best to fix it quickly. Talking through your problem might be quicker and less stressful than starting the formal complaint process
If you don’t want to talk informally or it doesn’t help, tell us and we will deal with your problem as a formal complaint.
Make a complaint
You can make a complaint if you’re not happy:
with the advice you’ve been given
about how you’ve been treated
because you’ve had difficulty getting in contact
Please say if you need any extra support when we contact you, for example larger font size.