If, having looked at the
information on this website, you feel that you have a complaint
against a company you would like us to consider, you can make a
complaint by completing the online Complaint Form on this Website.
We also accept complaints by
e-mail or post, but you will find the Complaint Form simple to
complete and it gives us the best start.
Although we do have a general
enquiry telephone number, we cannot normally accept complaints by
telephone (see “Contact Us” for further details). The telephone
number is given so that we can assist you in deciding whether to
submit a complaint, if you are unsure, but not to discuss the
merits of your complaint.
Online Complaints Form
Please provide as much of the
information asked for as you can, as this will give us the best
start to considering your complaint and where we might go for
When you have completed the form,
click on the submit button. The following will happen
- We will instantly receive a copy of your
- You will receive immediate confirmation
that the complaint has been received.
- You will receive an immediate*
acknowledgement by e-mail (provided you have entered your e-mail
address correctly) together with a copy of the completed
complaint form and a unique reference number.
* There is currently a technical problem
with automated acknowledgements which we are working to resolve.
In the meantime, you will receive an acknowledgement by e‑mail
within 3 working days.
By Post or E-mail (see “Contact
If you decide not to use the
online complaint form, it would help if you could provide the same
basic information as required on our complaint form. Otherwise, we
will only have to ask for it later. This could delay consideration
of your complaint.
You may have a number of documents
that you feel support your complaint. This should not prevent you
from using the online complaint form or make you feel that you
must submit your complaint by post. The complaint form asks you to
state what information you have, and our staff will call for
relevant information when they consider your complaint. In fact,
if your concerns are more appropriate for another public body,
there may be no benefit (and unnecessary effort on your part) in
sending the documents to us.
Can I complain anonymously?
You can, but there is no real
benefit in doing so. We will treat any information you provide in
strictest confidence. In particular, if we do investigate, we do
not tell the company who has made the complaint or what we are
looking at. If we decide not to investigate, we do not tell the
company that a complaint has been received.
If your concerns are more
appropriate for another public body, we would normally pass on
your complaint. However, if you do not wish us to do so, please
make that clear in your complaint.
Also, if you complain anonymously,
we will not be able to obtain further information from you or
discuss your concerns, and this could reduce the prospect of an
investigation being commenced (by us or any other body).
Please remember that we are unable
to tell you whether or not we are investigating a particular
company, and by law we are prevented from providing you with
information which we may have obtained from our investigations
(unless you are one of the public bodies to whom information can
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