Complaints

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 

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.