This month we launched an updated complaints policy aligned with the UK Central Government Complaint Standards. The updated policy supports priority 1 of our strategy – deliver fair resolution. The key change is a simplified two-stage process, replacing the distinction between informal and formal complaints. This streamlined approach ensures clarity, consistency, fairness, with all complaints addressed in a unified and transparent manner.
In support of our commitment to continuous improvement, we will use the insights and learning from complaints to enhance the quality of our services.
We aim to make it easier for users of our services to engage with us and ensure every complaint is treated appropriately.
To support the changes, we have updated our website with detailed information about the new process and how to submit a complaint.
