Corporate Complaints Policy - January 2026
What to expect when you raise a complaint
Early resolution of complaints is key to effective complaint handing. Anyone who expresses dissatisfaction with a service provided to them will be given the opportunity to make a complaint. We understand that you may be reluctant to make a complaint for fear that it may impact on service you receive in the future. Please be assured that by making a complaint, it will not impact on the services delivered to you.
The person responding to your complaint will:
- clarify with you any aspects of the complaint they are unclear about
- deal with your complaint on its merits, act independently, and have an open mind
- give you a fair chance to set out your position
- take measures to address any actual or perceived conflict of interest
- consider all relevant information and evidence carefully
If our response to your complaint is likely to fall outside the timescale set in this policy, we will write to you to advise when the response will be provided and give the reasons for any delay.
We will continue to try and resolve your complaint throughout the complaints process.
We will only share your complaint with the people that need to know about it for us to respond.
