Complaints Procedure

We want you to be happy with our service. If something's gone wrong, please tell us. Most things can be sorted out quickly with a simple phone call.

At a Glance

  • The fastest way to sort a problem out is to call us on 0114 3493311.
  • You can also email us if you'd prefer.
  • We'll always confirm we've received your complaint and keep you updated.
  • Still not happy? You have the right to seek professional advice.

Call Us First

Most complaints can be sorted out there and then with a quick phone call. If something isn't right, call us on 0114 3493311 and ask to speak to a member of the team. We'll listen, look into it, and do what we can to put things right straight away. We aim to resolve most complaints within 2 working days.

Prefer It In Writing?

If your complaint is more detailed, or you'd rather put it in writing, you can also reach us by email.

If We Can't Sort It Straight Away

Sometimes a complaint needs a closer look. If that's the case, here's what you can expect.

  • We'll confirm we've received your complaint and let you know who's looking into it.
  • We'll look into what happened. This might mean reviewing your file or speaking with the team involved.
  • We'll come back to you with what we've found and, where needed, what we're doing to put things right.
  • If your complaint is more complex, it may take a little longer to fully resolve, but we'll keep you updated throughout, rather than leaving you waiting in silence. We aim to resolve these within 14 working days.

If You're Still Not Happy

If you're unhappy with how we've handled things, let us know and we'll arrange for someone who wasn't originally involved to review the matter. Please note that there may be a cost associated with this review.

Making a complaint will not affect how we treat you. You will not be treated unfairly or disadvantaged in any way as a result of raising a concern.

If you remain unhappy following the review, you have the right to seek independent professional advice. Any costs associated with obtaining such advice will be your responsibility.

Contact Us

If you'd like to make a complaint, or have any questions about this procedure, please contact us.