Compliments & Complaints
Thanks for taking the time to tell us how we’re doing. Compliments help us learn; complaints help us improve.
Either way, we’ll treat you with respect and respond promptly.​​​
Compliments
Something or someone made a difference? We’d love to hear it. It helps us recognise people and keep doing what works. What to include: • What went well and why it mattered • Who/which service it’s about • May we quote your words publicly? (yes/no) Privacy: We record compliments to learn and improve. See our Privacy Notice for how we handle feedback; related project records are typically kept up to 6 years then deleted.
Please submit your compliment by email:
Complaints
We’re sorry we haven’t met your expectations. Please email us so we can understand what happened and put things right. We’ll handle your concern, keep you updated, and explain our decision and any remedy.
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Please submit your complaint by email:
What to include
• Organisation/ Name • Reference number if available • What happened and what outcome feels fair • When it happened and who/which service it concerns • Any evidence (briefly list attachments if you have them) • Your preferred contact method and any access needs (we’ll make reasonable adjustments; a representative can write for you, and anonymous complaints are considered)
Appeal & ADR
If you bought as a consumer and we reach deadlock, we’ll signpost CEDR as our preferred ADR body and confirm whether we will take part (ADR is voluntary unless required by law/contract).
What happens next
• We will acknowledge within 2 working days • We will provide progress updates at least every 10 working days • We aim to resolve all concerns within 20 working days (we’ll explain any justified extension)
How we use your information​​
We handle complaint information under legitimate interests and/or legal obligation, share it only on a need-to-know basis (e.g., legal advisers, insurers, regulators), and usually retain complaint files for 6 years. You can also complain to the ICO. See our Privacy Notice for more.