We offer a 3-step complaint escalation process.
By following the steps below, you provide us with the opportunity to revolve your complaint as early as possible.
Step 1: Tell us
If you are unhappy with the service you received/are receiving, please inform the member of staff you are liaising with to give them the opportunity to put it right.
Step 2: Escalate your complaint to our team supervisor
If you remain unhappy, you can escalate the matter to the Protection Team Supervisor by email, phone, or in writing:
- email: firstname.lastname@example.org, FAO Protection Team Supervisor
- phone: 0800 121 6022 or 028 9025 1600 and ask to speak to the Protection Team Supervisor. If they aren't available, they'll come back to you as soon as possible
- letter: Complaints, Freepost, Consumer Council, BT2 8EN, FAO Protection Team Supervisor
Step 3: Raise a formal complaint with our Chief Executive
If you remain unhappy following correspondence with the Protection Team Supervisor and the issue is unresolved, please contact our Chief Executive Officer and a full and formal investigation of your entire case will be undertaken.
You can contact the Chief Executive Officer by email or in writing:
If you have difficulty communicating your complaint to us in writing, please contact us on 0800 121 6022 or 028 9025 1600 and we will be happy to assist you. We will take the details of your formal complaint and send you a copy by post. We will ask you to sign and return this to us to ensure that we have fully and accurately recorded all your concerns.
Please ensure, where possible, your case reference number is included in all correspondence.