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Feedback & complaints

We want to hear how we can improve our service to you, and we welcome your feedback (good or bad) about our products and services. To offer complaints, suggestions or compliments:

Compliments, suggestions & complaints

Did we exceed your expectations? Do you have a suggestion or an innovative idea? Did we get it wrong? We will do our best to put things right.

What is a complaint?

You can complain when you are dissatisfied with a standard of product or service; cost and delivery issues; accessibility; website / call centre; or any aspect of our service.

Your complaint will be acted on promptly. If there is an unreasonable delay in responding, it will be escalated to senior management. If we have got something wrong the cause will be found, and we will correct the problem, where possible.

Resolving complaints

We aim to respond by email, letter or telephone within one week. However, if the matter requires in-depth investigation you will be advised of progress and given an estimate of how long it will take.

What if I am not happy with the outcome?

You are entitled to be provided with an opportunity to be heard, to be treated fairly, and to be given reasons for the outcome. If you are dissatisfied with the outcome you can request that it be reviewed by senior management. We anticipate that this should take no longer than three weeks.

If you are still not satisfied, you have the option to refer your complaint to the Community Relations Unit of the Department of Justice. They will ask for a report on the events that have given rise to the complaint and how the complaint was handled, and respond directly with you.