To demonstrate to our customers that we deal with complaints about our service fairly and thoroughly we appoint an independent person as an External Reviewer. Their role is to look at a sample of complaints about our service and to report on how well we have responded to them.

Our most recent External Reviewer (August 2020 - March 2026) was Professor Cosmo Graham. He is Emeritus Professor of Law at the University of Leicester. 

Please note the External Reviewer cannot get involved in specific complaint casework . Their role is entirely separate from our process for challenging our decisions. Information about how you can request a review of our decisions is given here.