If something has gone wrong we want to hear about it and put it right. This page sets out how to raise a complaint and what you can expect from us.

1. How to make a complaint

If something has gone wrong we want to hear about it and put it right. This page sets out how to raise a complaint and what you can expect from us.

2. What happens next

  1. We acknowledge your complaint in writing within [X] working days of receiving it.
  2. Our experts evaluate — checking facts, interviewing the parties concerned, and reaching out if we need extra information.
  3. We send a written final response, setting out our findings and any action we will take, within [X] working days.

3. If you are not satisfied

If you are unhappy with our final response, you can refer the complaint to [REDRESS SCHEME NAME] at [SCHEME ADDRESS], [SCHEME EMAIL], [SCHEME TELEPHONE]. [PLACEHOLDER: state the scheme's time limits — typically you must refer within [X] months of our final response, and we must have had [X] weeks to resolve it first.]

4. Data protection complaints

Grievances regarding how we manage personal data must reach us first. If you stay unsatisfied, you can complain to the Information Commissioner's Office at ico.org.uk. Review our Privacy Policy for details.