Complaints Procedure

If something goes wrong or you are dissatisfied with our services, please tell us. We will attempt to address your dissatisfaction or concerns by providing a fair and considered response. This document describes our complaints procedure and how to make a complaint. It also tells you about our service standards and what you can expect from us.

What is a complaint?
We regard a complaint any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us on or on our behalf.

What can I complain about?
You can complain about things like:

• delays in responding to your enquiries and requests

• failure to provide a service

• service standards

• dissatisfaction with our policy

• treatment by or attitude of a member of staff

• our failure to follow proper procedure

Your complaint may involve more than one of our services or be about someone working on our behalf.

There are some things we can’t deal with through our complaints procedure.

Therefore, a complaint is not:

• a routine first-time request for a service, for example reporting a problem that needs to be repaired or initial action on antisocial behaviour

• requests for compensation