Complaints and compliments
We try to get things right first time, and when we do it's great when you let us know - we love receiving positive feedback and that way we can keep it up! And, if we get things wrong we want to put them right as soon as possible, so we need to hear about these things too.
To let us know about your complaint or compliment please contact the customer services team, fill out a paper form or complete our online form which is available below.
Complaints
We always take your complaints seriously. They provide important feedback which helps us improve our services.
Our customer service team will help you when you want to make a complaint. They always try to resolve your complaint with you as soon as you contact us. They will listen to what you need, make sure your complaint gets to the right person, and make sure we keep in touch with you while things are sorted out. They are independent of other teams, and will act on your behalf to make sure we meet our service standards.
However, if you have more serious issues or if we are unable to address your complaint straight away, we have a three stage formal procedure which allows you to take things further.
We publish details of what we have learned from complaints in our magazine, Open Door, and let you know what improvements we have made as a result.
