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Updated: 16 Feb 2019
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We see your complaint as an opportunity to improve our services
We are committed to providing the best-quality service to all our customers, so we see your complaint as an opportunity to improve our services.
While our staff try to deal with everyone helpfully and fairly, sometimes things can go wrong. If they do, we need to know so that we can put them right and learn from them.

What is a complaint?

A complaint is when you are not satisfied with a decision we have made or any work we have done. Some examples are if:
  • we do not deliver a service on time
  • we give you incorrect, or not enough, information
  • you receive a poor-quality service or believe that we have not fully considered your case; or
  • you have a complaint about a member of staff

What should I do if I have a complaint?

We want to sort out problems quickly and locally. If you have a problem, please phone, e-mail or write to your local office where staff will try to help. Your local office staff will try to settle your complaint straight away. Alternatively you can make a complaint using our online form.

What should I do if I am still not happy?

If your local office has not been able to put things right for you, you can then use our formal internal complaints procedure.
You can write to us or you can email us at Don't forget to give us your name, address, phone number and as much information about the complaint as you can.