complaints: what we will do

We shall acknowledge your complaint within three working days and offer to discuss your concerns and agree the way forward with you. We will investigate your complaint and aim to provide you with our findings within a time frame agreed with you.

When we have looked into your complaint, we shall aim to:

• find out what happened and what went wrong
• make it possible for you to discuss the problem with those concerned, if you would find this helpful
• make sure you receive a full explanation and an appropriate apology
• identify what we can do to make sure that the problem does not happen again, in order to improve our services