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This is a new service – your feedback will help us to improve it.

Make a general complaint, compliment or give us your feedback

We get a number of enquiries where people don't actually want to make a complaint they just haven't found out how to raise the query. Our top queries, which you may resolve quicker by visiting the related pages, include:

If you're unhappy about the service you've received, or you feel that we've done something wrong, or failed to do something, you can raise a complaint and we will investigate what has happened.

You can also let us know if we've done something well or suggest something we could improve.

If you are reporting something to us for the first time, seeking information or requesting advice, this is considered a service request rather than feedback. Please review the web page for the relevant service area and check our Online services (opens new tab) to see if there is a reporting form you can use instead.

Complaint response timescales

We aim to respond to complaints that you log through our website within a maximum of ten working days. Sometimes we might not be able to respond within this timescale, this might be because of the complexity of the issue. In such instances we will let you know why we can’t respond within ten days and let you know when we anticipate to respond.

For some matters there is a right to appeal or another process to follow instead of raising a complaint though this Feedback policy.

What to do if you are not happy with the response to your complaint

If you are not happy with the response you receive, you have the option to submit your complaint again for review by a senior manager.

Our commitment to equality and diversity

We are committed to treating everyone with respect and dignity and to meeting our Public Sector Equality Duty under the Equality Act (2010). As part of this, we are committed to: 

  • Eliminating discrimination and tackling prejudice 
  • Advancing equality of opportunity 
  • Fostering good relations and promoting understanding 
  • Meeting the needs of people with protected characteristics 

As set out in our Equality and Diversity Policy we are committed to supporting our members, managers and employees so they are clear about their roles and responsibilities and our commitment to promoting equality and tackling unfair discrimination on the grounds of the nine protected characteristics which are: 

  • age 
  • disability 
  • gender reassignment 
  • marriage and civil partnership 
  • pregnancy and maternity 
  • race 
  • religion or belief 
  • sex 
  • sexual orientation 

If you feel that you have been treated unfairly because of a protected characteristic which you may share or wish to provide feedback relating to our equality and diversity practice more broadly, you can do so via our usual feedback and complaints procedure (opens new tab).