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
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.