Complaints
We aim to offer a high standard of service to all our customers.
However, sometimes you may feel that we aren't doing so well.
A complaint is when you tell us you are dissatisfied with what
we have done and you want us to put it right.
For example:
Wrong or misleading advice
Rudeness
Failure to keep appointments
Failure to follow our agreed policies and procedures
Delays in doing work, if these delays aren't covered by our
policies and procedures
Bias or inequality in the way we treat you.
We want to make it easy for you to contact us, so you can make a
complaint by telephone, by letter, by e-mail, or in person.
Alternatively you can fill in our complaints form which can be
found at the bottom of this page. We will always acknowledge your
complaint in writing, usually within three working days, so you
know who is dealing with your complaint and how to contact
them.
Our complaints process is split into 3 stages and we hope to
sort out your complaint as early as possible. This is explained
further in our Customer Comments
Leaflet.
Stage One: Go to the Manager for the
Service.
Stage Two: Go to the Service
Director.
Stage Three: Complaints Panel.