If we agree that your complaint is something we can look into, we will investigate it fairly and impartially.

We don’t take sides – we just look at the evidence we are given. We listen to both sides to see if we can find a solution that you can both agree to. We try to encourage you to reach an agreement, but if this doesn’t happen, we will make a decision based on the evidence we receive.

If we are not able to take up your complaint, we will let you know why. We will also let you know where you can take it next – we may be able to transfer you to someone directly who may be able to help you further.