Complaints and Feedback
Our promises to you
Whenever you contact us with your feedback, good or bad, you can be assured we will:
- Always listen to what you have to say
- Treat you honestly, fairly and politely
- Give you help and advice as quickly as we can
- Respect your individual needs and your right to privacy
- Keep you informed about what’s happening
- Take action, where appropriate, to improve our service to you
To give us feedback click here
Check how we deal with your complaints
If you’re raising a concern, or are thinking about it, it’s important you know what to expect and what the outcome might be.
You can find more information about how we deal with complaints here.
Let us put things right
If something has gone wrong, let us know what’s happened. We’ll talk through your problem informally and do our best to fix it quickly. Talking through your problem might be quicker and less stressful than starting the formal complaint process
If you don’t want to talk informally or it doesn’t help, tell us and we will deal with your problem as a formal complaint.
Make a complaint
You can make a complaint if you’re not happy:
- with the advice you’ve been given
- about how you’ve been treated
- because you’ve had difficulty getting in contact
We want everyone who contacts us to be happy with the service they receive. If you feel we’ve let you down here’s how you can make a complaint
Please say if you need any extra support when we contact you; for example, a larger font size.