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