Feedback about our service

We handle thousands of complaints each year, and we want to give everyone the opportunity to feedback on the service and decision they receive from us.

We hope that most people will be satisfied with the contact they have with us. We recognise, however, that a small number of people will not be satisfied with the decision we make on their complaint or with the way we handled it.

We are committed to learning and improving as a result of the feedback we receive.

How and when to give feedback

You can give us feedback at any time during our handling of your complaint. It is best to discuss any problems first with the person who is dealing with your case or their manager. If they cannot resolve things, they can arrange for a member of our Review and Feedback Team to get in touch with you.

If you prefer, you can email our Review and Feedback team or feedback using this form.

If you think we made the wrong decision

Our decisions are final and there is no automatic right to have a review, but we will consider whether to review our decision if we have got something wrong. To do this you will need to show us that:

  • we made our decision based on inaccurate facts that could change our decision or
  • you have new and relevant information that was not previously available and which might change our decision or
  • we overlooked or misunderstood parts of your complaint or did not take account of relevant information, which could change our decision.

If you think we came to the wrong decision, it is best to discuss this with the caseworker who handled your complaint first. If they cannot resolve things, they will explain the next steps or can arrange for our Review and Feedback Team to get in touch with you.  

We ask you to tell us as soon as possible after you receive our decision why you think we have got it wrong. We only keep information about your complaint for 12 months after we gave you a decision and so after this time we may not be able to consider any further information or review our decision.

If you are happy with our service

If you think there is something we have done well, we would like to hear from you. If you would like to tell us about your experience, please call 0345 015 4033 and we will put you in touch with a member of our Review and Feedback Team or send us feedback using this form.