Complaints procedure

Stage one

Your complaint will be automatically directed to the right department. Stage one complaints are dealt with by the relevant service head or their representative. Your complaint will be acknowledged within four days and we aim to respond within 20 working days.

Stage two

If you are not happy with the response at stage one, you can ask for the complaint to be reviewed by the director of the relevant department, by making clear what parts of the response you were not happy with and what you want us to do. You should do this within 28 days of getting the stage one reply. This is known as stage two, and we aim to respond within 20 working days.

Some complaints take longer

Some complaints can be complicated and may take longer to resolve. If we cannot give a full reply within the stated period, we will let you know why, what actions are being taken, and give you an expected date when we can give you an answer.