When you make a complaint

If you have a complaint, we'll do our best to put things right. Reasons for making a complaint are usually because:

we didn't do something we should have done
our service has fallen below the standard we promised
we've been unfair towards you

We'll always look into your complaint in a fair, sensitive and confidential way. If you disagree with or refuse to accept any of our rules, service standards or policies, we won't treat that as a complaint.

There are up to three stages for dealing with your complaint:

Stage 1

As soon as you have a complaint, it's best to make its straight away. We'll let you know that we've received your complaint within 48 hours. If we can't put things right straight away, we'll write to you to explain that we are looking into your complaint. You'll then hear from us again with a detailed answer within 10 working days.

Stage 2

If you're not happy with the way we've handled your complaint at stage 1, you can pass your complaint to a director or head of service. you'll then receive a detailed reply within 10 working days

Stage 3

If you're still unhappy after stage 2, you can ask for your complaint to be passed to the Ridgeway Board. An appeals panel will look at how your complaint and write to you with their decision within 5-10 working days.

Read our guide for more info

Click here to read more about complaints