How we do it

How we do it

When you make a complaint with us, we will consider it carefully and as quickly as possible. Many complaints are finalised quickly. Complex or formal investigations may take longer. We may ask you to make your complaint in writing.

Investigations are carried out in private. This means that we may not give you all the information provided by the agency you complain about, such as copies of letters or documents. 

We will give you the reasons for any of our decisions.

Our Service charter provides full details of how we perform our role.