Complaints and feedback about our service

This guide tells you how to give us feedback or make a complaint about our work.

What is a customer complaint?

A customer complaint is when you let us know you’re unhappy with any of our services. You can make these complaints verbally or in writing.

Sometimes we may get things wrong or may not be able to help you in a way you would like. So we’ve created a customer complaints process that covers feedback about:

  • a procedure or policy
  • the way we’ve communicated with you
  • the actions of our staff
  • any service we’ve provided that you feel wasn’t satisfactory.
Why should I read this guide?
So you have a clear idea of our complaints and feedback process. 
Next steps
Once you’ve read this guide, get in contact to give us your comment or complaint.
  1. Summary
  2. How do I raise my comment or complaint?
  3. What information do I need to give you?
  4. How will you handle my complaint?
  1. When we will redirect your complaint
  2. What can you expect from us?
  3. What do we expect from you?
  4. Our confidentiality and complaints policies
Next How do I raise my comment or complaint?

Related content

Contact us Our advisers can support you with your complaint.
Concerns Find out what to do if your complaint is about a doctor