Complaints Procedure
We take concerns seriously. This explains how to raise a complaint and what happens next.
Last updated: October 2026
Our commitment
We are committed to providing a professional, respectful service. If something has not met your expectations, we want to know so that we can put it right and improve. We will treat every complaint fairly, confidentially and without prejudice to the service you receive.
How to raise a complaint
You can raise a complaint by email at [email protected].
What to include
To help us look into your complaint quickly, please tell us:
- Your name and contact details;
- What happened, including relevant dates;
- Who was involved, if known;
- What you would like us to do to put things right.
How we handle your complaint
Acknowledgement
We will acknowledge your complaint in writing. We aim to do this within 5 working days.
Investigation
We will look into the matter fully and may contact you for further information.
Response
We will provide a written response explaining our findings and any action taken. We aim to do this within 20 working days.
Escalation
If you remain dissatisfied, we will explain how you can escalate your complaint further.
Taking your complaint further
If we cannot resolve your complaint to your satisfaction, you may be able to refer it to a relevant professional or regulatory body. For complaints about how we have handled your personal data, you can contact the Information Commissioner's Office (ICO) at ico.org.uk.
Record-keeping and confidentiality
We keep a confidential record of complaints and how they were resolved, in line with our data protection obligations, so that we can respond properly and learn from feedback. Complaint records are handled in accordance with our Privacy Policy.