We need to hear from our customers so that we make sure our services meet their needs.
Please tell us:
- when we fall short of the standards you expect
- if you have any suggestions for improving our service
- when we have provided good or excellent service
How to give us your feedback
Please contact the relevant team or Rob Markham, Deputy Head of Business Administration. You can find contact details in the link on the right-hand side of the page.
All improvement actions made as a result of feedback received will be shown in our performance report – available soon on these pages.
How to make a complaint
If you are dissatisfied with our service, we ask you to follow our complaints procedure so that we can make sure we respond quickly and efficiently:
Stage 1 – Informal
In the first instance please contact the team who delivered the service using the details on our contacts page. A member of the team will work with you to find a satisfactory resolution.
We aim to resolve your complaint within five working days.
Stage 2 - Formal
If you are not satisfied with the resolution or how we have dealt with your complaint, please make a formal complaint in writing to firstname.lastname@example.org.
We will acknowledge your complaint within two working days. A member of our senior staff will investigate and respond to you directly, detailing any remedial action. We will confirm that you are satisfied with the resolution of your complaint before we close the matter.
We aim to respond provide a satisfactory resolution to all formal complaints within 10 working days.
Stage 3 – Director of Estates
If you are still dissatisfied with how we have dealt with your complaint or our proposed resolution, you can escalate your complaint to the Director of Estates by emailing Barbara Wright, Executive Assistant at email@example.com.
The Director of Estates will investigate further and respond to you within 20 working days with a revised resolution or an explanation of our position if we feel we cannot uphold your complaint.