A member of the Complaints and PALS team will contact you within three working days from receiving your letter to discuss how you would like us to proceed with your complaint.
You will be able to tell us if you would prefer a written response, either by letter or email, or if you would prefer a response by telephone.
We will also agree with you an appropriate timescale for responding to your enquiry. Following this discussion a letter of acknowledgement will be sent to you.
If you are unhappy with our initial response to your complaint, a member of the Complaints and PALS team can discuss further options with you.
When you contact the Complaints and PALS team, we will discuss and record details regarding your concerns.
Your options for making a formal complaint include:
- providing details of your complaint over the telephone. We will use these details as the basis for dealing with your concerns. A copy of our notes from the telephone conversation will be sent to you to ensure we have the right information
- arranging and handling your complaint by email if this is more convenient for you in writing
We will also agree with you an appropriate timescale for responding to your enquiry. Following this discussion a letter of acknowledgment will be sent to you.