Our commitment

Our commitment is that on receipt of your complaint we will:

• treat it seriously and in confidence
• investigate it thoroughly and fairly
• resolve it promptly and informally whenever possible
• find a remedy wherever possible
• and learn from it to improve our services

What will happen next:

• We will send you a letter/email acknowledging receipt of your complaint within three days of receiving it.
• We will then investigate the complaint. This will be led by the Project Office. This will include requesting a clear, detailed description of what the complaint is about and any relevant materials to back it up.
• We will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending the acknowledgement letter.
• If you are still not satisfied with the resolution the matter will be brought to the Board for a decision on further action.