We want concerns to be heard and reviewed fairly.
If something has not gone as expected, please tell us. A complaint can help us understand what happened, respond appropriately and improve where needed.
Give us enough information to understand the issue.
1. Contact us
Use the Contact / Enquire page and select or clearly state that your message is a complaint.
2. Tell us what happened
Include the relevant date, service, location and the main points you want us to review. Avoid sending unnecessary sensitive information in the first general message.
3. Tell us what would help
If there is a particular question you want answered or outcome you are seeking, tell us so we can understand your concern fully.
Review, respond and learn.
- We will identify the person responsible for reviewing the complaint.
- Relevant records and information may be checked.
- We may ask you for clarification where necessary.
- We aim to provide a clear response explaining what we found and any next steps.
- Where another professional, location provider, insurer or regulator is appropriately involved, we will explain the relevant route where we can.
Privacy and complaints
Complaint information should only be shared with people who need it for the investigation, response, professional advice, insurance, legal obligations or appropriate escalation.
Ready to raise a concern?
Use the Contact page and clearly mark the message as a complaint.