Complaints Procedure

You can contact us by email (, ), by telephone (020 7405 4700) or of course by post

To help us understand your complaint, and in order that we do not miss anything, please tell us

Your full name and contact details

What you think we have got wrong and

What  you hope to achieve as a result of the complaint, that is how would you like the complaint to be resolved.

If you require any help making your complaint we will try to help you

How will we deal with your complaint

We will aim to write to you within 5 working days both acknowledging your complaint and enclosing a copy of this policy.

I will investigate your complaint. This will usually involve

  • Reviewing your complaint
  • Reviewing your file and other relevant documents
  • We may also need to ask you for further information or documents, if so we’ll ask you to provide the information within a specific period of time
  • We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
  • We will update you on the progress of your complaint at appropriate times

We will write to you at the end of the investigation to tell you what we have done and what we propose to do to resolve your complaint. We will aim to do this with 14 days of our acknowledgement of your complaint.