Policy Complaints procedure

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3. What is a complaint

We define a complaint as:

‘An expression of dissatisfaction with our service (whether justified or not) which requires a response’.

A complaint could be in relation to any of the following examples:

  • we have made a mistake in the way we have provided a service
  • there has been a delay in providing a service
  • we have failed to deliver a service – this could relate to quality, standard or service level
  • our processes or policy have not been followed
  • our legal or regulatory requirements have not been met
  • we have not delivered to a commitment or promise
  • our staff have been rude and unhelpful or not conducted themselves correctly