After you make your complaint
We will acknowledge receipt of your complaint within 3 working days.
Complaints are handled by the Complaints Resolution Team, which is independent of Claim Managers.
Our aim is to resolve your complaint at the earliest stage possible, with a resolution time of 20 working days at each stage.
The stages of your complaint
There are two stages to our complaints procedure.
Stage 1
Your complaint will be assigned to a Complaints Manager. They will treat your concerns seriously and work with our internal teams to find a resolution.
The complaints manager may contact you directly to discuss the matter and gather any additional information they need.
When you first submit your complaint please give us as much relevant information as you can. This helps us investigate fully and respond to your concerns accurately and without undue delay.
We aim to resolve stage 1 within 20 working days of receiving your complaint.
Stage 2
If you remain dissatisfied after your Stage 1 response, let us know. We’ll then move to stage 2, where we ask a different Complaints Manager to look at your complaint again. They will provide you with a final response.
On rare occasions, the complexity of the complaint may mean that we need longer to fully address it. If this is the case, we will contact you to explain why there is a delay and when you can expect to receive a full response.
We aim to resolve stage 2 within 20 working days of your complaint moving to this stage.
If you want an independent review
If we haven’t satisfied you after you’ve been through these two stages, you can have your complaint independently reviewed by the Parliamentary and Health Service Ombudsman (PHSO). You must contact your local MP and they will do this on your behalf.
You have to complete both stages of the Complaints Procedure before you can move to this independent review. The Ombudsman can carry out independent investigations into complaints about public bodies, government departments and agencies.