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We follow a regulatory process when managing complaints. If you want to complain about something that is within our service standards then it will not set-off our formal complaints procedure.

Please read this leaflet, so that you understand how our formal complaint process works.

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Formal complaints are acknowledged within two working days and responded to within 10 working days. Sometimes, if the matter is complex, it can take longer than 10 days, but we will keep you informed throughout the process. Please be aware that if you wish to complain about something that is within our service standards then it will not set-off our formal complaints procedure.

More information on the ombudsman's process

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