Complaints procedure
Draft for review
If something has gone wrong, we want to hear about it and put it right. This procedure explains how we handle complaints.
How to complain
Contact us through the contact page, or write to the address listed at the bottom of this page once confirmed. Please include your name, a way to reach you, and a clear description of what went wrong and what you would like us to do.
What happens next
We acknowledge complaints within 5 working days of receiving them.
A named person investigates, and we aim to send a full response within 4 weeks. If it will take longer, we will tell you why and when you can expect to hear from us.
If you are not satisfied
If you are unhappy with our response, you can reply to ask for a review by someone not involved in the original investigation.
We will tell you, where applicable, of any relevant ombudsman or alternative dispute resolution scheme for your complaint.
Data protection complaints
Complaints about how we handle personal information can be sent to us using this procedure, and you also have the right to complain to the Information Commissioner's Office (ico.org.uk).
These pages are working drafts and will be reviewed and completed. If you have questions in the meantime, please contact us.