What can you expect from us?

  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

Your feedback helps us deliver the best service we can. In line with our organisational values we will:

  • be open, honest and fair
  • be polite, professional and treat you with respect
  • listen to what you tell us and learn from it
  • be understanding of your needs and communicate with you in a clear manner
  • keep our processes efficient and effective.

We welcome feedback from any experience you’ve had with us. We use these comments to continuously improve the service we deliver.

Meeting complaints handling standards

The British Standards Institution (BSI) has certified that we:

  • have effective procedures for responding to customer complaints
  • are committed to learning from customer complaints and improving the service we offer
  • deal with complaints in a consistent, fair and transparent way.

The BSI has awarded us a kitemark to reflect the way we meet complaints handling standards.

BSI kitemark logo
CMS 635927
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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