Making a complaint

As part of our commitment to continually improving our services, we are always keen to hear what you think - whether good or bad.

We take all feedback we receive very seriously, whether you’d like to share a positive experience, share your ideas on how to improve our services or share details of where you’ve not been happy with something.

Anyone is entitled to give feedback or make a complaint, including on behalf of someone else. We want you to feel confident that your feedback will be dealt with fairly and in a timely manner.

You can share your comments, raise your concerns or share a compliment for our service by contacting our PALS team.

We also have a formal complaints process for when things haven’t gone so well and you would like a formal resolution.

You should make your complaint as soon as possible. The time limit for a complaint is normally:

  • 12 months from the date the event happened, or
  • 12 months from the date you first became aware of it

For more information, please read our Complaints Procedure.