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.