Complaints handling process

What is a complaint?

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf. 

What can I complain about?

You can complain about things like: 

• delays in responding to your enquiries and requests 
• failure to provide a service 
• our standard of service 
• our policy 
• treatment by or attitude of a member of staff 
• our failure to follow proper procedure

Your complaint may involve more than one service or be about someone working on our behalf. 

What can’t I complain about?

There are some things we can’t deal with through our complaints handling procedure. These include: 

• a routine first-time request for a service, for example, local services, transport, housing, health provision etc. 
• requests for compensation from external organisations 
• things that are covered by a right of appeal – for example, accounts and related appeal decisions, or decisions made by a trustee 
• Freedom of Information or environmental information request decisions 
• legal proceedings or judgements 

If other procedures or rights of appeal can help you resolve your concerns, we will give information and advice to help you. 

Who can complain? 

Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service.