Corporate Complaints Policy - January 2026
What is a complaint?
We define a complaint as:
'An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own officers, or those acting on its behalf, affecting an individual or group of individuals.'
We will ask you the following questions to help us resolve your complaint:
What has gone wrong?
It is useful for you to provide dates and times where relevant to assist with an investigation.
What impact has it had on you?
What would you like us to do to put it right?
This will help us to understand what you would like to happen as a result of submitting your complaint. We will try to meet desired outcomes however it is not always possible to do so. Should this be the case, an explanation will be provided.
We will also need your name and contact details. If you are submitting a complaint on behalf of someone else, we will need their consent for you to act on their behalf, or proof that you have authority to act for them (such as Power of Attorney). Further information on anonymous complaints is available on the What is excluded from the complaints process webpage.
