Comments, compliments and complaints

What you can expect from us

When you make a complaint, we will take it seriously and treat you with respect. We will listen to what you say, look into the issues and explain our decision clearly. We aim to deal with your complaint as quickly as possible and keep you updated if there are any delays.

Our goal is to resolve problems fairly and use your feedback to improve our services.

How we handle your complaint

We will:

• treat you with courtesy and fairness at all times
• respond within our set timescales and keep you informed
• address all the points you raise
• explain how we reached our decision in plain language
• apologise if we got something wrong or delayed your service
• offer help if you need support to make your complaint
• handle your information confidentially

We follow data protection law and only use your information to deal with your complaint and improve our services.

Fair treatment for everyone

We treat everyone equally and with respect. We will not treat you less favourably because of your:

• age
• disability
• race or nationality
• religion or beliefs
• sex
• gender identity
• sexual orientation
• marital or family status
• pregnancy or maternity

If you feel you have been treated unfairly, please tell us. We will look into this as part of your complaint.

Helping us improve

Your feedback matters. We use what you tell us to review how we work and make changes where needed. This helps us improve services for everyone.

Take the next step

If you have a concern or feel our service has not met these standards, you can make a complaint. We are here to listen and help put things right.