Complaints about our service

Complaints fall into six categories:

  • quality of service
  • service delivery
  • speed of service
  • limitations of service
  • change issues
  • service charges

If you make a complaint that falls outside these categories, we'll direct you to the relevant procedure.

Our complaints handling process

We aim to resolve complaints quickly and simply.

Our complaints handling process provides two opportunities to resolve complaints internally:

Stage one: frontline resolution

We'll aim to respond to your complaint within five working days, or sooner if possible. We'll either resolve the matter or let you know we're investigating your complaint.

Stage two: investigation

If we investigate your complaint, we'll confirm this to you within three working days and tell you the name of the investigating officer. We'll give you a full response to your complaint as soon as possible.

We aim to provide our final response within 20 working days of receipt, but it's not always possible and we may need to extend our investigation. If this happens, we'll keep you updated and give you a resolution timescale.