Complaints Procedure

How to Complain

We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out this way and you wish to make a formal complaint, please let us have details of your complaint within 12 months of the incident that caused the problem.

Who to Contact

Our Response

We shall acknowledge your complaint within three working days and aim to investigate it within ten working days. We shall then be in a position to offer you an explanation or a meeting with the individuals involved. When we investigate your complaint, we aim to:

• Find out what happened and what went wrong
• Make it possible for you to discuss the problem with those concerned, if you would like this
• Make sure you receive an apology where this is appropriate
• Identify what we can do to ensure the problem does not happen again

Complaining on Behalf of Someone Else

If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable of providing this due to physical or mental illness.

Independent Bodies

This does not affect your right to complain to an independent body if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.