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What you can expect from us

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What can you expect from us if you make a complaint?

  • Wherever appropriate we will try to help you resolve your concerns.
  • If we are unable to deal with your complaint we will explain why and give you some information about other options that may be available to you.
  • We will explain our processes to you.
  • We will treat all parties to a complaint with respect and courtesy.
  • If we decide that it is necessary then we may formally investigate specific concerns.
  • We will deal with all complaints in an impartial way and as quickly as we can.

What are your responsibilities if you make a complaint?

  • We ask you to do your best to clearly identify your concerns.
  • We need you to co-operate with any requests we make for further information or documents.
  • If you need more time, please ask for it – do not wait until a deadline has passed.
  • We also ask that you treat our staff with respect and courtesy.
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