We want to give a great service to all of our customers. To help us do this, we need to know what you think about the services we provide.

We want you to tell us when we:

• provide you with very good service
• do something right
• fail to do something we should have done
• were slow or inefficient in helping you
• treat you badly or impolitely
• provide an unsatisfactory service.

How to make a comment, complaint or give us a compliment

Before making a complaint, try to speak to the person you would normally deal with. Most problems can often be sorted out quickly and easily if you talk to us.

If you would like to make a complaint send us an email at the address above, call us or visit your local office. Click the following link for office contact details: Contact details.

Please give us as much detail as possible about your complaint, as this will help us to deal with it quickly. Tell us what happened, when it happened, who was involved and what you want us to do about it.

To find out what happens when you complain and what to do if you’re not happy with the outcome read our ‘How to complain or make a compliment’ leaflet. It also tells you the time limits for making a complaint. Click on the image on the left of this page to view the leaflet.

What did you think about the way we dealt with your complaint? 

We monitor complaints to see what we're getting right and what we're doing wrong.

We follow up many of the complaints by phone or postal surveys to find out how you think we dealt with your particular complaint. This helps us improve our service.

Can you claim compensation?

We try not to make mistakes but sometimes we do. If we’ve made a mistake which causes you a problem, we may be able to compensate you for your time and effort if you tell us about it.

If you would like to find out more, please read our ‘compensation guidance’ by clicking on the link on the left of this page.

Did we get things right?
 

Everyone likes compliments, and so do we!

Compliments on our service are important to us. They tell us when we are doing things right, so if you think we have done something well, please let us know.