Compliments and complaints

We care about the experience you have with us, so whether it is good or bad, we want to hear from you. When you tell us what you think, it helps us identify good and bad practice and to improve what we do.

Making a compliment

We value feedback on any aspect of our work. If you would like to compliment a member of staff, the work we do or the services we provide, please tell us.

To make a compliment:

  1. Fill in our compliments and complaints form [DOC].
  2. Email it to

Making a complaint

We recognise a complaint as an expression of dissatisfaction about us or about the standard of one of our services.

A person may make a complaint if they feel that we have:

  • Failed to provide a service or an acceptable standard of service
  • Delayed in providing a service
  • Made a mistake in the way we have provided a service
  • Failed to act in a proper way
  • Provided an unfair service

We aim to settle complaints quickly and satisfactorily. Most expressions of dissatisfaction can be resolved informally by the member of staff involved.

If this has not resolved the problem, you may wish to make a formal complaint. We have a three-stage complaint procedure, which is explained in our complaints policy:

Download our Compliments and Complaints Policy [PDF].

To make a complaint:

  1. Fill in our compliments and complaints form [DOC].
  2. Email it to

Or you can write to:

Chief Executive
209-211 City Road
London EC1V 1JN