Complaints policy and procedure
In considering complaints we aim to apply the Parliamentary and Health Service Ombudsman's Principles of Good Administration, which are:
- getting it right
- being customer focused
- being open and accountable
- acting fairly and proportionately
- putting things right
- seeking continuous improvement
Who can complain?
Anyone who comes into contact with our organisation and who is unhappy or dissatisfied with the service they receive can complain. For example, you may wish to complain about the way we answered your query or correspondence or any delay in getting back to you.
Who do I complain to?
We have a three-stage process for dealing with your complaint. If you remain dissatisfied at any stage, you have the option of taking your complaint to the next stage.
How long will it take to deal with my complaint?
We will acknowledge receipt of your complaint within seven working days and aim to give you a full response within twenty-eight days. On rare occasions this might take longer, if there is a lack of documentary evidence or the matter needs further investigation.