How do I make a complaint?

All complaints must be made in writing. Please complete our Complaints Form and return it to us by either post or email, as detailed in the form. You can also send us copies of any documents relating to your complaint but please keep the original documents.

What will you do?

On receipt of a complaint we will:

• Acknowledge receipt of the complaint as soon as possible and within 30 days of receipt.
• Investigate your complaint and keep you informed of progress without undue delay. We may also contact you to request further information or clarification.
• Inform you of the outcome as soon as possible, clearly explaining what we have done.
• Review our procedures to see what lessons can be learnt and to help prevent further complaints.

We will also keep a record of :

• the date your complaint was received
• all correspondence, relevant conversations and documentation
• the outcome of the complaint
• any actions taken as a result of the investigation
• any lessons learnt.

What should I do if I am not happy with how my complaint has been handled?

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:  

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Last updated 16^th June 2026