We welcome complaints as they give us an opportunity to improve the services that you receive from us.

We operate an open, accountable complaints procedure. It includes timescales to make sure you receive a fully investigated response to your complaint within an acceptable time.

Anyone receiving or affected by our service can complain to us.

How to complain

You can complain by:

• Filling in a form on our website
• Visiting any of our offices
• Writing to us
• Completing a paper based form available from your local office
• Telephoning us
• Emailing us
• Speaking to any member of staff

Once you have made a complaint

Once you have made a complaint this is what you can expect from us:

Stage 1

• If we can’t resolve your complaint straight away it will be recorded and given to a member of staff to deal with
• We will acknowledge your complaint in writing within two working days or receiving it and let you know who will be dealing with it
• We will write to you within 10 working days giving a full response to your complaint – unless we have agreed a longer timescale with you
• If you are unhappy with our response you have 20 days to appeal

Stage 2

If you are unhappy with our response you can appeal.

• We will acknowledge your appeal in writing within two working days
• Your appeal will be reviewed by a senior member of staff who has not been involved in the first reply
• You will receive a written response within 10 working days
• If you are unhappy with this response you have 20 days to ask for an independent case review
• You can choose whether you want to attend this hearing