Feedback

Your feedback helps us improve our services.

You can contact us to give a compliment, make a suggestion, or raise a complaint about our service. 

You can also ask for a review of how we handled your complaint about another organisation.

Compliments

If you are happy with our service, please let us know. Your feedback helps us recognise staff and continue to improve.

Suggestions

You can tell us how we could do things better. We consider all suggestions as part of improving our services.

Complaints about our service

If you are not satisfied with the service you received from us, you can make a complaint.

This may include concerns about:

• how we communicated with you
• how long things took
• how our staff behaved
• other aspects of our service

We encourage you to raise your concern with the staff member involved first. This often helps resolve things quickly.

We will:

• listen to your concerns
• look into what happened
• respond in a fair and timely way
• take steps to improve where needed

Reviews of our decisions

If you think we made a mistake or did not handle your complaint fairly, you can ask us to review our decision. For example, you may think:

• we did not consider important information
• we made a factual error
• the process was not fair
• our reasons were unclear or did not properly address the issue

A review considers whether your complaint was handled fairly and properly. It is not a new investigation. And it is not enough to simply disagree with the outcome of your complaint.

Before requesting a review, we recommend speaking with your case officer. They can explain the process and the decision, which may address your concerns.

If you are still concerned, you can request a review in writing, and tell us:

• which decision you want reviewed
• why you think it was wrong or unfair

What happens next

If we accept the review, it will be handled by a senior officer who was not involved in the original decision. This helps ensure the review is independent and impartial. The senior officer will look at:

• the information on file
• your reasons for asking for a review
• whether the process and decision were fair and reasonable
• whether you were given adequate reasons for decision 

We will not re‑investigate the complaint or consider new or unrelated issues, including the same issues raised in a different way.

After the review, we may:

• confirm the original decision
• change the decision
• return the matter for further consideration
• re-open the complaint, if appropriate

Usually, we will only review a matter once.

Where we uphold the review, we will apologise and consider process improvements including procedural changes, and staff guidance or further training.

Contact us

Compliments and suggestions can be made by phone, email or by post.

Request for a review should be in writing, after initially speaking to your original case officer. Please contact us by email or post.