Listening and Learning: Compliments, comments and complaints

We have a set of standards that outline the service that you can expect from us and how we would like to be treated which is in our Customer Service Promise.

We aim to provide our customers with good services, but sometimes things go wrong.  When this happens, we want you to tell us so that we can put these things right. 

We can deal with complaints about:

  • Not providing a service
  • Unreasonable delays in providing a service
  • Providing a poor service
  • Not meeting our legal responsibilities
  • The attitude or behaviour of our employees or those providing a service for us

You can contact us by using any of the methods below:

Employees should refer to our whistleblowing policy

If we can settle your complaint quickly and informally, we will.

If you want to make a formal complaint, we’ll investigate your complaint using two steps, please see our Corporate Feedback Policy and our How we deal with complaints document which details them.