Complaints

You have the right to make a formal complaint if you wish to do so. However, it is often quicker and easier to try to resolve the problem informally. You can make a complaint at the office in person, by phone, by email or in writing.

Step 1 - Frontline Resolution
It is our aim to investigate any complaints within 5 working days.

• We will keep you informed of our progress
• We will inform you in writing of the outcome and any action to be taken
• We will inform you of the steps to take if you are dissatisfied with the outcome

• Request an Investigations form
• Or contact us by telephone or email(a member of staff will fill in an Investigation form on your behalf)

• We will write to you within 3 working days of reciept of the form
• We aim to complete the investigation within 20 working days, keeping you informed of our progress

• How the investigation was carried out
• Who carried out the investigation
• Whether or not the complaint was upheld
• The outcome of the complaint
• What to do if you are still dissatisfied with the outcome