Complaint procedure

All of your feedback is important to us
• All feedback is welcomed, such as what we did well, what we could do better, or any other
feedback.
•You can write to us or tell us in person.
• We will take your complaint seriously.
• We will tell you who is dealing with your complaint and when to expect a response.

• We will keep you informed of the progress of your complaint, including information on any delays.

• You should not be treated differently if you complain.
• You understand how the outcome of your complaint was reached.
• You feel you could raise a complaint again if needed, and could recommend our procedure
to others.

• We want you to have a positive experience of making a complaint