Complaints procedure

How to make a complaint

You can complain in whatever way suits you:

• by email to [email protected]
• by phone on 07448 837855
• by choosing "Complaint" on our contact form

It helps if you tell us what went wrong, when it happened and what you would like us to do to put it right, but you don't need to have all the details to get started.

What happens next

1. Acknowledgement: we'll acknowledge your complaint within five working days and confirm who is dealing with it.
2. Investigation: we'll review our records and correspondence, and may contact you to understand your concerns fully.
3. Response: we'll send you a full written response within 30 days of receiving your complaint. It will explain what we found and what we will do to put things right. If we need longer, we'll tell you why and when you can expect our response.

If you're not satisfied

If you're unhappy with our response, please let us know and we'll review the complaint again. If we still can't resolve it, we're happy to discuss using an independent mediator to help reach a fair outcome. You can find accredited mediators through the Civil Mediation Council.

If you are a consumer and we cannot settle your complaint, you may also be able to use an alternative dispute resolution provider. We will tell you which provider is relevant if this applies.

Complaints about personal data

If your complaint is about how we've handled your personal information, we'll acknowledge it within 30 days at the latest, as data protection law requires, although we aim to do so within five working days. If you're still unhappy after our response, you can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint. Our privacy notice has more detail.

Our commitment

Making a complaint will not affect the way we treat you or the service you receive. We keep a record of every complaint and use what we learn to improve our service.