Work out what you want to say, including:
- what happened
- who was involved
- when it happened
- where it happened
- how it has affected you or someone else.
Be prepared to tell the organisation what you would like it to do to put things right. This could be to apologise or to take action to prevent the same mistake happening again.
You should complain as soon as possible, while events are still fresh in your mind.
Complaints should normally be made within 12 months of the date of the event you’re complaining about or as soon as the matter first came to your attention.
If you can speak to the people involved first, they may be able to sort out your complaint quickly.
You may be able to complain by talking to someone or you might need to put your complaint in writing. Ask if there is a form to fill in, and when you can expect to hear back.
If you some help with making your complaint, speak to Citizens Advice.
Or contact us on 0345 015 4033 for details of other groups that may be able to help you.
Keep your complaint clear and short, so your main points stand out. State clearly what you want to achieve from your complaint.
Tell the organisation how you would like it to contact you and include a reference number if you have one.
Write down the names and positions of the people involved in, and dealing with, your complaint. Also keep copies of any letters or emails you get, as you may need to refer to them in the future.
If you have reached the end of the organisation’s complaints process and you still do not feel that the issue has been resolved, you can bring your complaint to us. You need to ask your MP (Member of Parliament) to refer it to us. You can find your MPs’ contact details on the UK Parliament website.
