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Phone line: We are currently operating a voicemail call back service on our contact telephone number 0300 369 0689. All messages received are collected by our Enquiries Team, Monday to Friday, 9:00 am until 16:30 pm. Please leave a voicemail, with your name, phone number, email address (if possible), and enquiryWe aim to respond to all messages within 2 working days. Any messages received to our voicemail on Friday afternoon will be retrieved on Monday, after the weekend. 

If your complaint was not resolved through the informal process, you can make a formal Service complaint.

There are two ways to make a complaint. You can:

  1. Submit a written complaint to your chain of command.
  2. Ask the Ombudsman to refer your intention to make a Service complaint to your chain of command.

The Ombudsman can’t investigate your Service complaint at this stage. It must go through the internal complaints process.

Your complaint might have to go through a separate complaints process first. This will depend on what you want to make a complaint about. Your chain of command will let you know if this is the case.

If you want the Ombudsman to refer your intention to make a Service complaint. Click below to access the form that you need to complete.

Application for Referral