Complaints about our service

We want to provide you with excellent customer service, whatever the outcome of your case.

If your complaint involves data protection, please refer to our privacy policy which explains what to do if you’re unhappy with how we’ve handled your personal information.

This page explains how to complain about our customer service. If you want to disagree with our initial assessment of your case, or if you’re unhappy with an Ombudsman’s final decision, see how we make decisions for information about our case-handling process.

We want to provide you with excellent customer service. But if you’re not happy with our level of service, you should tell us: 

  • at any point while we’re still handling the case
  • within three months of the date on which we give the parties involved our answer to the complaint

Talk to your case handler

If you want to complain about the service we’ve given you, first tell the person who has been dealing with your case. Most of the time, they’ll be able to sort things out for you straight away. 

If you aren’t sure who to contact, call our consumer helpline on 0800 023 4567. They’ll put you in touch with someone who can help.

Please let us know:

  • the aspect of customer service you want to complain about – for example, if you feel that we’ve caused unnecessary delays, not kept you updated or communicated with you inappropriately
  • the details of any communication you’ve had with us that relates to your complaint
  • how you’d like us to put things right

Once we know why you’re unhappy, we’ll try to put things right. We’ll also try to learn from what you’ve told us, so that we can improve what we do in future.

Ask a manager to look at the complaint

If you don’t feel we’ve sorted out the problem for you, tell your case handler that you’d like a manager to look at the complaint. 

Who this is will depend on what you’re unhappy about, but we’ll make sure it’s someone who’s well placed to address your concerns.

Your concerns will be acknowledged within two working days – and the manager will reply to them fully within 15 working days. If they need more time, they’ll let you know and explain why.

They won’t review the outcome of your case, but they will try and put things right where possible.

The Independent Assessor

If a manager has replied to your complaint but you’re still unhappy, you can contact the Independent Assessor.

The independent assessor is appointed by our Board and has official terms of reference that set out how and when the independent assessor will consider a complaint. The Independent assessor produces an  annual report to the Board, setting out the findings and recommendations made over the year.

The Independent Assessor will carry out their own independent review of the service we gave you. If they think our service was satisfactory, they’ll tell you why. If they think it wasn’t, they’ll explain why and recommend what we should do to put things right. 

The Independent Assessor reviews complaints about our level of service. They won’t review the outcome of your case. Find out more about their role on the Independent Assessor page