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. We recognise, however, that a small number of people will not be satisfied with the decision we make on their complaint or with the way we handled it.

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. It is best to discuss any problems with the person who is dealing with your case or their manager. If they cannot resolve things, they will let you know the next steps. 

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, it is best to discuss this with the caseworker 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 who was not previously involved with your case.

We ask you to tell us within a month of our decision why you think we have got it wrong. 

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 caseworker who handled your complaint know. You can also call us on 0345 015 4033 and we will pass on your feedback to our Review and Feedback Team.