Not happy with our service?

We aim to provide great support. If something goes wrong, please tell us so we can fix it.

Step 1 — Tell us informally

Speak to a member of staff or contact us. We’ll try to resolve the issue quickly.

Step 2 — Make a formal complaint

If you’re still unhappy, please write to us with the details (what happened, when, and what you’d like us to do). We will:

• acknowledge your complaint within 5 working days
• investigate and send a written response within 20 working days (or explain if we need longer)

Step 3 — If you remain dissatisfied

You can ask for a review by a senior manager or trustee. If your complaint is about how we handle personal data, you may also contact the Information Commissioner’s Office.

Accessible formats

We can provide this process in large print or plain text on request.

Policy last reviewed: 29/08/2025