You can make a complaint or raise a concern with us

We take complaints and concerns seriously. We believe it’s best to deal with things straight away and we try to resolve it for you informally there and then or put steps in place to sort it out. We will review your complaint/concern formally if you are unhappy with our response or if your complaint/concern is of a very serious nature. As part of the formal resolution process we will acknowledge your concern with the details who will be investigating your complaint. We will ask you what you want us to do to remedy the problem. We will aim to investigate and respond to you within 20 working days (but we may need to extend this if it’s a complex matter). We will keep you informed of what’s going on; the level of contact will be based upon the issue itself.