Complaints Policy

All complaints will be taken seriously and reflected on to improve service.

The Procedure

If you have a concern and would like to deal with it informally, please email to arrange a time to discuss your concern. In your email please include the best phone number and time of day to contact you. Your email will be responded to within 24 hours confirming the date and time that you will be contacted.

If you feel you have a formal compliant, please write to detailing your complaint and how you would like it to be resolved. In order to aid a swift response, please ensure you include your full name and contact details.

Your complaint will be acknowledged within 5 working days and responded to within 14 days. If your complaint is complex and requires more time, you will be notified of this within the initial 14 day period and provided with a new date for receiving a response.

Once you have received a response, if you are happy with it you do not have to do anything. If you feel your complaint has not been dealt with to your satisfaction you may appeal by writing to:

If the response is not accepted, you are entitled to appeal to the CMC. Details of the CMC’s appeal process can be found at the-public/complaints/

Compliments and General Feedback

If you would like to share compliments or general feedback please write to