Compliance
Complaints Procedure
If something has gone wrong, we want to know. Complaints are recorded, investigated and answered in writing.
Last updated: [INSERT DATE]
How to complain
Complaints can be made in writing to [INSERT VERIFIED EMAIL ADDRESS] or by post to St Georges Works, 51 Colegate, Norwich, Norfolk NR3 1DD. Please include the account reference, what has happened and what outcome you are seeking.
What happens next
We will acknowledge your complaint and confirm who is handling it. The matter will be investigated and you will receive a written response setting out our findings and any action taken.
[INSERT VERIFIED ACKNOWLEDGEMENT AND RESPONSE TIMESCALES]
If you remain dissatisfied
[INSERT VERIFIED ESCALATION ROUTE, INCLUDING ANY APPLICABLE PROFESSIONAL BODY OR OMBUDSMAN SCHEME]
Complaints concerning the handling of personal data can also be raised with the Information Commissioner's Office.