Complaints

Raise the issue

Provide your name, case reference where applicable, what happened, the outcome sought and supporting dates. Do not send the complaint only through social media.

Review

The complaint will be acknowledged and reviewed by someone able to consider the service record. You will receive an explanation of the outcome and any next steps available for the service provided.

Further escalation

If the complaint remains unresolved, ask for details of any external escalation route that applies to the specific service and responsible provider.

How to raise a question

Quote the page title and explain what you need clarified. Keep a copy of your message and any response. A general website enquiry does not create a service instruction, vary an agreed scope or stop a legal deadline. If a tenancy, court or safety deadline may apply, obtain appropriate case-specific help promptly rather than waiting for a website-policy response.

Keeping this information current

These pages are reviewed when the website, service process or relevant requirements change. The version published here replaces earlier website wording. For an existing instruction, confirmed engagement terms and direct case correspondence take priority over general website information. Tell us if you identify an accessibility barrier, inaccurate business detail or privacy concern so it can be investigated and, where appropriate, corrected.