What we expect from you
If you're making a complaint more than once
We want to help with your complaint. To do this, please:
- keep it clear and short
- include useful background information
- give us time to look into it.
If you repeat the same points after we’ve started looking into your complaint, it can slow things down.
What happens if complaints become too much
We treat all complaints fairly. We aim to give everyone a good service.
But sometimes, a person contacts us so often or in such a complex way that it stops us helping them or others. This is called unreasonably persistent contact.
If this happens:
- we will follow the Ombudsman’s guidance
- we may limit how you contact us
- we will write to you first to explain why
- you’ll have a chance to change how you contact us.
This doesn’t happen often. We only take this step when we really need to.
Use of Generative Artificial Intelligence (AI)
You may want to submit your complaint using the assistance of Generative Artificial Intelligence (AI). However, we would warn that AI-generated content can be irrelevant, misleading, or even false. We gain the best understanding of your complaint when it is raised clearly and succinctly in your own words.
You are responsible for ensuring that any AI-generated content submitted is relevant, accurate and as short as possible.
Where we feel that your use of AI is negatively impacting on our understanding of your complaint, we reserve the right to decide which information you have submitted is included for investigation.