Feedback and complaints

Find out how to:

• share positive feedback
• resolve an issue
• make a complaint

We believe it's important to recognise individuals who deliver excellent service and we use the WOW! Awards employee recognition programme.

Fill out a WOW! nomination form to share the great experience you have received and we will make sure we pass on your thanks and appreciation.

Our advisors can usually resolve issues that you may have with our service. For example, they can help with:

• an IT issue
• problems with a call, such as missing the time of your booked call
• wanting a specific advisor to provide advice
• requiring further assistance from the service

To resolve an issue, please raise it directly with one of our advisors on your call or with the triage team, or email us at [email protected].

We ask that you allow us to try to resolve your issue before making a formal complaint.

We treat expressions of dissatisfaction in writing that require a written response as complaints. We take these seriously, and aim to listen carefully, and use what we learn to improve our services.

A complaint can be about:

• the standard of service we provide
• the behaviour of a member of staff
• something a member of staff has done, or not done, that seriously affects an individual or group

We do not treat the following as complaints:

• issues already fully investigated under our complaints procedure
• anonymous complaints
• requests for information covered by the Freedom of Information Act 2000 or Data Protection legislation

We also have measures to manage persistent or vexatious complaints, which take up significant time and put pressure on staff.

Our standards

When you make a complaint:

• we will treat your concern seriously, fairly and with courtesy
• we ask that you are courteous and fair to our staff too
• we will aim to acknowledge your written complaint within 5 working days
• we will aim to send a full response within 15 working days and if we need more time, we will aim to explain why and tell you when you can expect a full reply
• we will publish the number, type and outcomes of complaints in our annual report
• we will handle your information confidentially and in line with data protection law

Complaints will first be considered by the relevant team lead with oversight from a Senior Legal Manager. If necessary, they will then be reviewed by the Chief Operating Officer.

How to complain

You can complain during your advice call, or by emailing: [email protected]

To help us resolve your complaint quickly, please:

• tell us you are making a complaint under this procedure
• give clear details of what happened
• include any relevant documents or correspondence

If you're still dissatisfied

If you’re still dissatisfied after we’ve responded to your complaint, you can contact MHCLG, our sponsor department, to raise your concerns.

What we cannot investigate

We cannot deal with complaints about:

• other organisations (such as solicitors, managing agents, valuers or estate agents)
• government policy