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In some circumstances, it can currently take up to 4.5 months to conduct an initial assessment for some complaints, particularly if they are complex. We are doing everything we can to reduce this time. You can find average timescales for each stage of complaint handling across all types of complaints here.

Complaint Form

| Complaints

We will normally only accept complaints submitted through our complaint form. If you are unable to use the online form on this website, you can instead download a complaint form from this page and post your completed form to us. Or we can post a blank form to you if you phone us on 0300 011 0550.

Download publication as pdf
Download Complaint Form publication as pdf
Download publication as word document
Download Complaint Form publication as word document