All complaints will be recorded, monitored and reported to the relevant parties the Executive Management Team.

If your complaint is not one we can investigate, we will write to you and explain why. We will let you know if any other person or organisation may be able to help and if so, how you can contact them

If we can deal with your complaint immediately we will do so

If your complaint requires investigation, we will contact you within 5 working days and let you know when you can expect a reply

We will consider your complaint carefully and if the matter is straightforward we will reply within 10 working days

If we need to carry out a more detailed investigation then we may need to ask for further information and the response may take longer. If this is the case we will inform you of when to expect a reply, within 20 working days

If your complaint is justified you will receive an apology together with details of any other steps we believe are necessary in the circumstances. We will also explain what we are doing to prevent the problem happening again