Complaints procedure
Tell us when our service has not met the expected standard.
A complaint should be recorded, reviewed and answered through a verified channel.
What to include in a complaint
- Your name and contact details
- Your application or account reference
- A clear description of the concern
- Relevant dates and supporting communication
- The outcome you are requesting
1
Submit
Provide your contact and application reference information.
2
Acknowledge
The complaint is recorded and acknowledged.
3
Investigate
Relevant records and communication are reviewed.
4
Respond
A written outcome and escalation options are provided.
Replace this general framework with verified complaint contacts, internal timeframes and external escalation information before publication.