When you make your complaint to the Compliments and Complaints Team, try to give us as much detail as possible, including names and dates. We will acknowledge your complaint within five working days and pass it to a manager who will look into the issues raised and help us to respond to you.
We aim to resolve your complaint within 10 working days, or 20 working days at the latest if it is more complex. We may decide that the best way to respond to your complaint is to arrange mediation or a meeting with you, and we will confirm the outcome of the meeting with you in writing.
Although we cannot guarantee to meet your expectations, being really clear about the outcome you are looking for will help us to respond more appropriately to your complaint. Most complaints are resolved at this stage, but if this is not the case let us know so we can talk about what can happen next.