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2018-2019 annual report and accounts image
Annual report and accounts 2018-2019
22 July 2019
Our 2018-2019 annual report and accounts gives details of our performance over the past 12 months, including financial reports and statistical information about the complaints we receive. We lay our annual reports and accounts before Parliament each year.
Corporate publications
Image from when you first contact us leaflet
What happens when you first contact us
1 May 2019
We have a three-step process for dealing with complaints. Not all the complaints that come to us go through our whole process. This leaflet explains step one.
Leaflets
Image from deciding whether to investigate leaflet
Deciding whether to investigate
1 May 2019
We have a three-step process for dealing with complaints. Not all the complaints that come to us go through our whole process. This leaflet explains step two.
Leaflets
Image from process overview leaflet
How we look into complaints: an overview
1 May 2019
Our job is to make final decisions about unresolved complaints. We have a three-step process for doing this. This is a simple guide to what we do.
Leaflets