General compliments or complaints

2. Stage 1 of the complaints procedure

We have a two stage complaints process. If you make a formal complaint, we will identify a specific named individual who will respond to your complaint.

Stage 1

In order to clarify the issues you want us to investigate, we may need to contact you to confirm them before we proceed. We aim to provide you with a response within 20 working days.

If this is not possible, we will keep you informed of progress and how long the investigation will take to conclude.

You'll receive a decision letter. This will advise you of the findings of our investigation and the action taken in respect of your complaint.

The letter will advise you of your right to progress your complaint to the next stage of the complaints procedure should you be dissatisfied with the response.