Making a complaint about our work

If you are concerned about the status of your complaint about an agency then you can either:

• contact the person you have been dealing with, or
• complete our online form

We will respond as soon as possible.

Complaints about our service

If you have a complaint about the service you have received or the process we have followed and you want some action taken, you can contact us. 

As a first step, contact the staff member you have been dealing with and explain your concerns. They’ll try to resolve the matter straight away. If they can’t, they may refer your concerns to a more senior staff member.

If you don’t feel comfortable raising the concern with the staff member you have been dealing with, you can fill in our online form.

It’s important that you explain:

• what you are complaining about
• what action you are seeking in response.

Once we’ve received a complaint, we’ll review your concerns and determine how we respond.

We aim to respond within 6 weeks. If we need to take longer (for example because we need to get more information or it is complex) we will let you know.

Complaints about our decisions

If you think the outcome of your complaint about another agency was wrong you can contact us. You can raise this with the staff member you’ve been dealing with, or by filling in our online form.

It’s important that you explain why you believe we made a mistake.

We will look at the outcome you received, and may:

• explain why the original decision was correct
• acknowledge the original decision was wrong and fix it without further review
• review the decision in light of any new information provided.