How we deal with complaints
The first step is to submit a Service Request to report the issue first so we can try to fix it.
This includes requests to:
- fix a problem
- improve a service
- review a decision
If you’re still unhappy, you can make a formal complaint.
Stage One
An investigating officer reviews your complaint.
- Response within ten working days of the formal acknowledgement.
If you’re still unhappy, you can request review of the decision at stage two of the process.
Stage Two
An independent review of your complaint is undertaken.
- Response within 20 working days of the formal acknowledgement.
We’ll explain next steps if you remain unhappy