How to make a complaint
You can make a complaint yourself or on behalf of another person by:
- using our online form
- calling us on 01709 382121, Monday to Friday between 8:30am and 5:00pm (excluding bank holidays)
- speaking to any member of staff, who will complete the form on your behalf
Information you will need to provide
When you make a complaint, you will need to tell us:
- what has gone wrong
- how this has affected you or others
- what you would like us to do to put things right
Using AI to make your complaint
We want to hear your complaint using your own words because this helps us gain the best understanding of the things you aren’t happy about.
If you choose to use AI to support you make a complaint, please make sure you:
- Focus on your experience and the impact it had on you.
- Avoid asking AI to add legal arguments or make complex references as they may not be relevant or accurate to your complaint and could make it harder for us to deal with your complaint.
- Read the wording of your complaint thoroughly and carefully to make sure it is accurate. It’s your complaint so you need to feel it says what you want to say in words that best describe what happened and how you feel.
- Are careful and do not share personal or sensitive information with AI which could be used by AI for other purposes and/or be processed in a different country.
- Check that any AI-generated content you submit is relevant, accurate and as short as possible to prevent delays.Where we feel that your use of AI is negatively impacting on our understanding of your complaint, or is overly long or complex, you may be asked to resubmit a clearer and/or shorter statement.
