How to Complain
Find out how to make a complaint
Are you thinking of complaining to us?
Watch our video
Summary of the key steps to making a complaint:
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You must give them a chance to put things right before complaining to us
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You should go through all stages of their complaints procedure
See our Top tips for making a complaint
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If your problem has not been put right
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If you have not had a response within a reasonable time. This should usually be within 12 weeks but may be longer for social care complaints that follow a statutory process
See more detail on how to complain to us
In most cases, we cannot investigate if you have not:
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complained to us within 12 months of becoming aware of the matter
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been directly affected by the matter - we call this 'personal injustice'
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We will take a first look at your complaint and advise on the next steps
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Then we will assess whether we can and should investigate
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If we investigate, we may ask you and the organisation for more information
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We publish our final decisions on our website. We don’t use real names