We hope we can resolve most concerns easily and quickly. Should you wish to complain, please do so AS SOON AS POSSIBLE so we can find out what happened more easily. While rapid feedback helps, your complaint can in fact be submitted up to 12 months later.

We will acknowledge your complaint within 3 working days and aim to have fully investigated within 20 working days of the date received. If we expect to take longer, we will explain the reason for delay and tell you when we expect to finish. While we investigate, we will make it possible for you to discuss it with those concerned. We will ensure you receive an apology if this is appropriate and take steps to ensure the problem does not arise again. You will receive a final letter setting out the result of any investigation.