How To Make A Complaint

You can make a complaint in writing, by fax, by e-mail, by telephone or in person (by appointment please).

If you are writing, faxing or e-mailing your complaint, please provide your telephone number if a response by telephone would be convenient. If you are e-mailing, please state if a reply by e-mail is required and, if not, please provide a full postal address.

If you know the programme area which is relevant to your complaint, or the name of an appropriate member of staff, please make your complaint direct to them.

What Happens Next?

• We will reply within 10 working days from when we receive your complaint. If it is not possible to give you a full reply within this time — for instance, because a detailed investigation is required — we will give you an interim response, telling you what is being done to deal with your complaint, when you can expect the full reply and from whom.
• That full reply will include details of who to contact next if you believe that your complaint has not been dealt with properly. This will normally be the appropriate Manager.
• If, following that second response, you are still not satisfied, you can ask for your complaint to be referred to the CEO.