Making a complaint about the service we have provided

This section tells you how to raise concerns or make a complaint if you are unhappy about the service you have received.

Our decisions can disappoint those who don't get the outcome they had hoped for. But whatever the outcome of your case, we hope that you will be satisfied with the level of service we provide.

We know that, as in any organisation, things can sometimes go wrong. Please tell us if this happens, so that we can put things right and learn from any mistakes. We would like to hear from you if you feel dissatisfied with any aspect of our service, for example, how we have communicated with you, any delay in our process, or concerns about accessibility adjustments.

If you are not happy about the way we are handling a complaint, please first tell the person handling your case so that they can respond to your concerns.

If you are not satisfied with the response you receive, please email us at, setting out your concerns.

Complaints about the service we have provided must normally be made within two months of the date on which we told you that our process has been completed or your file has been closed for any other reason.

The Leadership Office will consider concerns about the service we have provided. The Head of Leadership Office may also at their discretion refer your complaint to the Chief Executive. The Leadership Office and the Chief Executive have no involvement in our case reviews or our decisions and will only consider issues of service quality. Issues relating to the merits of your case, for example what information was considered relevant to the outcome of your complaint, or the approach taken to the review, will not be considered under the service complaints procedure.

When we have considered your service complaint, we will write to you with our response. We normally aim to do this within 10 working days of receiving your complaint. Where we find that things have gone wrong, we will tell you what we have done to put them right. In exceptional circumstances, at the discretion of the Chief Executive, a service complaint may be referred to the Deputy Chair of the Board of Directors.

Our service

Find out more about our service, how we handle personal data and how you can give us feedback or make a service complaint.

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We would like to hear about your experience of using our Scheme, so please share your thoughts, concerns or suggestions.

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