Our complaints performance and commitment to responding

See yearly reports showing our performance when dealing with complaints.

Our commitment to responding to complaints

If you make a formal complaint, we will:

write to you within five working days, to acknowledge your complaint, and provide you with the name of the officer who will be investigating your complaint and a date when we will send a written response
write to you if we cannot respond to your complaint within the time we told you we would
make sure that our response is easy to read and understand
deal with all the issues you have raised in your complaint
apologise to you, if we are at fault
where possible, offer a solution to sort out the complaint, and let you know what you can do if you are still unhappy after receiving your response

Published on: 16/04/2026