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Corporate complaints

Complaints procedure

If you are unhappy with one of our services you can complete the feedback form

Tell us clearly and exactly what the problem is, how you have been affected, and what you think we should do to put things right.

We will try and sort out any mistake or misunderstanding straight away.

Stage 1

If it has not been possible to resolve your complaint immediately, it will be passed to the Corporate Feedback Co-ordinator who will identify the appropriate service manager to investigate your complaint. Within three working days of receiving your complaint, you will be sent an acknowledgement.

You will also be told the date you can expect the investigation to be completed, which should be within 10 working days.

Stage 2

If you are not satisfied with the initial response, you may ask the Corporate Feedback Co-ordinator to arrange a further investigation. This will be carried out by a senior officer from another service area and who has had no previous involvement in your complaint. You will be sent an acknowledgement within three working days and we aim to send a full response to your complaint within 15 working days.

When the investigation has been done we will look to identify any learning points for sharing with managers to help in reducing the number of complaints in the future.