Complaints Procedure
How to raise a concern about an enquiry, communication or service.
Tell us what went wrong
Use the contact form with the subject “Complaint” in the message. Explain what happened, any relevant dates, the people or communications involved and the outcome you are seeking. Avoid sending sensitive documents until a suitable way to share them has been agreed.
Review and response
We will review the concern, may request further information and explain the next steps. Where a matter concerns a separate professional engagement, the complaints procedure and contact details in the engagement documents should also be used.
If you remain dissatisfied
Explain why the response has not resolved the issue. Any applicable external review or professional complaints route depends on the service and the responsible professional. Relevant engagement documents should identify that professional and the appropriate route.
Privacy concerns
If the complaint concerns personal information, mark it as a privacy complaint. You may also raise data-protection concerns with the Information Commissioner’s Office. Raising a complaint does not replace action required to meet a court or other legal deadline.