Our complaints performance and commitment to responding

See yearly reports showing our performance when dealing with complaints.

Our commitment to responding to complaints

If you make a formal complaint, we will:

acknowledge your complaint within the correct timescales
provide you with a date when we will send a written response
tell you if we cannot respond to your 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
explain if we do not believe we are at fault and why
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

Published on: 21/05/2026