Complaints

If we’ve done something wrong, or you think we can do better, let us know so we can fix it. Making a complaint is quick and easy. When dealing with complaints we:

  • take them seriously
  • respond rapidly
  • let you know how we’ll fix the problem and when
  • are professional, courteous and keep you updated
  • deliver on our promises with clear implications if we don’t
  • take action to make sure that we don’t fail again in the future

You can make a complaint or tell us about something we’ve done well in many ways. This includes by post, in person, by email, text message or the self-serve app. Anyone who has your consent can also make a complaint on your behalf.

When fixing a complaint, we use four principles: we offer and deliver a remedy, recognise the impact, provide reassurance, and if appropriate, recompensate. Click on the boxes below to find out more.