What can you expect from us if you make a complaint?

• Wherever appropriate we will try to help you resolve your concerns.
• If we are unable to deal with your complaint we will explain why and give you some information about other options that may be available to you.
• We will explain our processes to you.
• We will treat all parties to a complaint with respect and courtesy.
• If we decide that it is necessary then we may formally investigate specific concerns.
• We will deal with all complaints in an impartial way and as quickly as we can.

What are your responsibilities if you make a complaint?

• We ask you to do your best to clearly identify your concerns.
• We need you to co-operate with any requests we make for further information or documents.
• If you need more time, please ask for it – do not wait until a deadline has passed.
• We also ask that you treat our staff with respect and courtesy.