What happens when we receive your complaint

We will:

• Consider your complaint carefully
• Listen to you
• Acknowledge your complaint promptly

If we cannot help, we will explain why. We can tell you about other services that might be able to help you.

If we can help, we will tell you the next step in the process.

How we investigate

Early resolution

We will reach out to the agency to see if your complaint can be resolved quickly and easily.

Further investigation

Sometimes if we cannot resolve your complaint by early resolution we will go onto further investigation. This might involve asking the agency for information and documents about your complaint.

After the investigation

If it looks like something went wrong, we can suggest to the agency that they fix it and/or to correct its process for the future

If we do not think the agency did anything wrong, we will explain to you why we think this