WHAT HAPPENS IF WE CAN'T LOOK AT ALL OR PART OF YOUR COMPLAINT?

If we decide that your complaint, or part of it, is not something we can look at under our Rules, we will write to you explaining why.

If you think we have made a mistake, and that our Rules do allow us to look at all or part of your complaint, you can ask us to reconsider our decision. You should write to us within 14 days of our decision, explaining why you think we have made an error under our Rules and provide any supporting evidence that you would like us to consider. A different member of our staff will then reconsider whether we can look at all or part of your complaint and will tell you and the provider the outcome. If we decide that we can look at it, we will allocate it to a case-handler to progress with our review.

Find more information about what we can and can't look at under our Rules.