Complaints & Feedback

You can raise a complaint or share feedback in any of the following ways:

We follow a clear, fair process for every complaint we receive:

1. 1
   Get in touchContact us using any of the methods above. Tell us what happened and how you'd like us to resolve it.
2. 2
   AcknowledgementWe'll confirm receipt of your complaint and let you know who is handling it. Straightforward concerns will be resolved as quickly as possible.
3. 3
   Full investigationWe'll look into what happened carefully and keep you updated throughout. All information is treated confidentially.
4. 4
   Our responseWe'll provide a full explanation. Where things went wrong, we'll apologise and explain what we're doing differently going forward.

When you raise a complaint, we will ensure:

• You receive a timely and appropriate response
• Your complaint is fully and fairly investigated
• You are treated with respect and courtesy throughout
• You are kept informed of progress and the actions we plan to take
• Your information is kept strictly confidential
• You are helped to understand our complaints process if needed

If you're unhappy with how we've handled your complaint, you have the right to contact one of the following independent bodies. We'll always offer an apology where appropriate and aim to resolve issues to your satisfaction before escalation is needed.