Letting us know when and why you are not happy gives us the opportunity to put matters right for you in a transparent way and improve our service for our other customers.

Hopefully, you will never feel the need to complain about the service we provide.  Very occasionally, things do go wrong, so we encourage you to try and resolve matters by contacting your case worker direct.

If, however, you are unable to achieve a satisfactory resolution, we ask you to email XXXXXXX.  We will acknowledge your complaint within 48 hours.

In the first instance, the Customer Services Manager will review your file and ask the case worker for their initial response.  Our aim is to respond thoroughly to all complaints within 14 days.  If we need more time to complete our investigations, we will keep you updated with our progress.

If for any reason you are not happy with our response, please let the Customer Services Manager know and we will refer the matter to one of the Directors.  Once they have had a chance to review your matter, they will contact you with their decision.

If we do not uphold your complaint, we will provide you with detailed reasons why.  If you disagree, you may wish to refer the matter to mediation and/or arbitration.

How can we help you?

You have questions? Contact us today, we’re here to help. Just submit your details and we’ll be in touch shortly.