Guide Complaints procedure

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5. Who can make a complaint

Anyone who uses or is affected by our services can make a complaint:

A complaint can also be made by:

  • A representative acting on behalf of someone who is unable to make the complaint themselves because of physical or mental incapacity.
  • A representative where they have been asked to act on behalf of a customer.
  • A representative acting on behalf of someone who has died.

For complaints made by a representative we have to comply with the following legal requirements:

  1. We must have written authority from the customer (or from their executor or administrator of their estate) to deal with the representative acting on their behalf (Data Protection requirements).
  2. We will only deal with a complaint made by a representative of someone because of physical or mental incapacity if we are satisfied that it is being pursued in the best interest of the customer.
  3. We will use the term  mental incapacity as defined by the Mental Capacity Act 2005.