The procedure
Our procedure is a clear step-by-step system that lays down what
we must do at each stage, and tells you when we will do it.
Talk to a member of staff
Talk to the office that dealt with you originally. Tell us why
you're unhappy and what you want us to do. Very often this will
sort the problem out on the spot, without needing to fill in forms
or put your complaint in writing. But if you are not happy with the
response.........
Fill in a complaints form
We will acknowledge your complaint within five working days. The
Manager of the office will investigate the problem and give you a
full response within 15 working days — or, if that's not possible,
explain why there is a delay. The vast majority of complaints are
sorted out by this stage, but if you are not happy with the
solution we offer, you can take the complaint further.
Taking the complaint further
If you have had a response, but are still not satisfied, you can
take the complaint to a Senior Manager who will review the case and
respond to you in the same timescales (acknowledgment within five
days, full response in 15). The name and address of this person
will be provided with our response to your initial complaint.
If you have taken the complaint to our Senior Manager and are
still not happy, the case will go to a General Manager who will
respond to you in the same timescales.