If we decide to look at your complaint, one of our complaints reviewers will contact you. They will also contact the organisation you complained about, for information and to find out if anything can be done to put things right. They will discuss with you the wording of the complaint that we will make enquiries about. This needs to be clear, and in exceptional cases where there we cannot reach agreement about wording, our reviewer has the final say.
We will keep your complaint private and only tell the people who need to know about it.
What we need to know about your complaint
When looking at your complaint we want to find out:
• what happened
• what should have happened
• why you are complaining
• why you feel it is still not resolved after complaining
• what would put things right for you.
About our complaints reviewers
Complaints reviewers are impartial, which means that they take into account both sides of the story. To do this, they will collect and look at evidence from you and the organisation you have complained about.
This may involve:
• looking at your complaint paperwork such as your complaint form or letters
• talking to you and the organisation you complained about
• asking questions
• getting copies of documents
• taking expert advice if they need to.
We will write to you with our decision. We will tell you whether we have upheld or not upheld your complaint, or, in rare cases, that we were unable to come to a decision. We will also tell you about any recommendations we have made to put things right.
We publish anonymous reports of decisions on this website (we do not name you or anyone else in the report). This helps raise awareness and share learning from complaints to help organisations improve.
Unhappy with our decision?
Updated: June 27, 2016