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How long will our response be if you write to us?
We will acknowledge your contact immediately, and we will give you a contact name. We aim to get a detailed response to you within 10 days. If it will take longer than this we will let you know.
What will we do?
We will work hard to find out what went wrong and fix the problem and address your concerns. When you contact us please feel free to offer your own suggestions on how you feel it can be resolved. We will always treat you with courtesy and respect, listen to what you say, and keep you informed of progress. We will advise you of your options if you want to take it to the next stage.
What if I’m still not satisfied?
We have an arrangement with an independent complaints investigation organisation which undertakes to review all complaints sent to them and provide an appropriate response. This is not a legal process but it is a genuine and serious attempt to ensure that all complaints are given the attention they deserve. At your request, we will involve the outside investigator.
What we won’t or can’t do
We can’t engage in lengthy debates on issues that are not directly related to our work. We won’t reply to complaints that are abusive, prejudiced, offensive, or illegible. Where a complaint is made anonymously, clearly we can’t reply to it, but we will investigate the complaint to see what lessons can be learned.
We treat all complaints seriously and see them as an opportunity to improve what we do and the way we do it. We are happy to acknowledge mistakes that we make, sincerely apologise for them and try to prevent them happening again.