Complaints
We are committed to providing a fair, transparent, and accessible complaints process. If you are unhappy with any aspect of our service, you can submit a formal complaint for review. Once received, we will acknowledge your complaint within our published timescales and carry out a thorough investigation. We may contact you for further information if needed. After completing our review, we will provide a written response outlining our findings, any actions taken, and, where appropriate, steps to resolve the issue. If you remain dissatisfied, we will explain the next stage of our complaints procedure and your options for escalation.
STAGE 1
Once we receive your complaint, we will acknowledge it within our published response times. A member of our team will investigate the issue thoroughly, which may include reviewing records, speaking with relevant staff, or contacting you for further information. We will then provide a written response outlining our findings, any actions taken, and how we propose to resolve the matter.
STAGE 2
If you are not satisfied with the Stage 1 outcome, you may request a Stage 2 review. Your complaint will be reassessed by a senior member of staff who has not been involved in the initial investigation. We will provide a final written response explaining our decision and any further action.
How We Will Contact You
We will acknowledge and respond to your complaint using your preferred contact method where possible. This may include:
Telephone
Letter (post)
All formal complaint outcomes will be confirmed in writing to ensure you have a clear record of our response.
How to make a complaint
To make a complaint, please send an email to either: