Feedback about our service

We handle thousands of complaints each year, and we want to give everyone the opportunity to feedback on the service and the decision they receive from us.

We hope that most people will be satisfied with the contact they have with us and we welcome positive feedback. But we recognise not everyone will be happy with our decision or with the way we handled their complaint. We also welcome critical feedback that helps us improve.

We are committed to learning and improving as a result of the feedback we receive.

How and when to give feedback

You can give us feedback at any time during our handling of your complaint. Please discuss this with the person handling your complaint or their manager as a starting point. 

If you think we made the wrong decision

Our decisions are final and there is no automatic right to have a review, but we will consider whether to review our decision if we have got something wrong. To do this you will need to show us:

  • what you think we got wrong in reaching our decision
  • why you think this would make a difference to our decision or might change it 
  • what you would like us to do to resolve your complaint that we have not already done.

If you think we came to the wrong decision, you should raise this with the person who handled your complaint first. If they or their manager cannot resolve things, they will explain the next steps and can send you a form to fill in and return to us. Or you can download the form here (PDF 217.8KB).

Your complaint about our decision will be considered by a manager or a review and feedback team member who was not previously involved with your case. They will consider if it could make a difference to our decision and will capture any organisational or individual learning from your complaint.

You should tell us within a month of our decision why you think we have got it wrong. If you contact us about this after a month, we may not be able consider your concerns. 

If you are happy with our service

If you think there is something we have done well, we would like to hear from you. If you would like to tell us about your experience, please let the person handling your complaint know. They will capture and share your feedback to support our learning and so we can recognise and promote excellence.