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Complaints

We try to deal with all applications and enquiries accurately and quickly, and give all our customers a polite and efficient service.But sometimes there may be a problem. If something does go wrong, please contact the person you have been dealing with. You may prefer to deal with the Manager of the office. If you are still not satisfied or you are not sure who to contact, please write to:

A senior manager will look into your complaint and send you a reply within 5 working days. You are entitled to a full explanation. If we have made a mistake, we will apologise and attempt to put things right straight away.If you are still not satisfied, you can write to the Chief Executive. After that, if you are still not satisfied you can ask us to refer your complaint to an independent external assessor, appointed by us. You can also write to your Member of Parliament asking him or her to raise the matter for you.If you are still not satisfied, write to the Parliamentary Ombudsman at:

Or you can phone 0800 343424 (you will not have to pay for the call) or fax 028 9023 4912.