What is a complaint?

A complaint is when you are unhappy with the service we provide or with something we do. For example (see definitions):

• The standard of service was poor
• The organisation failed to do something which it had agreed
• The customer was given wrong or misleading information
• The organisation’s service standards were not met
• The policy was not followed correctly
• Inappropriate behaviour or lack of customer care provided by a member of staff or contractor

We guarantee to investigate all complaints fairly and confidentially. Where we receive anonymous complaints, these will be recorded, and where appropriate, investigated, to ensure the organisation’s interests can be protected and any necessary action taken.