If you make a formal complaint, we will:
- write to you within two working days, to acknowledge your complaint, give you the name of the officer who will be investigating your complaint and a date when we will send a written response
- write to you if we cannot respond to our complaint within the time we told you we would
- make sure that our response is easy to read and understand
- deal with all the issues you have raised in your complaint
- apologise to you, if we are at fault
- where possible, offer a solution to sort out the complaint, and let you know what you can do if you are still unhappy after receiving your response.