We aim to provide our services promptly and efficiently but occasionally things do go wrong.
Please tell us if you need advice or have a complaint. We will do our best to put it right, and to make sure we don't do the same thing again to you or to someone else.
We would also like to know if you are pleased with us. We can tell the staff, and use the information to try to improve our services.
When to complain
You should complain if:
- you are unhappy about something we have done
- there is something you think we have not done which we should have
- you are not satisfied with the way a member of staff has treated you
- you have any other complaint
What you can expect from us
We will:
- be polite
- avoid using jargon
- provide information on tape or in large print if you need it
- provide an interpreter, including sign language, if you need it
- speak to you, your relative or friend if you want us to
Who should I contact?
It is best to contact the person who has been dealing with you, but if you do not want to do this, ask for the name of their manager.
At any stage of the process, you can ask to take your complaint further if you are not happy with the reply you receive.
How to contact us
You can contact us online ,by phone, letter, fax, or by calling into one of our offices. If you write to us, we aim to give a full written reply within 10 working days.
We will need to know:
- your name and address
- the details of your complaint
- what you want to ask us to do to put things right
There are some things we cannot change, such as things we must do by law. But we will always explain why this is, and tell you who you can contact.
What if I want to take the complaint further?
If you are not happy with our reply, you could contact:
- our internal investigator
- a citizens advice bureau
- your ward councillor
- the local government ombudsman
- your MP