How to complain: email or write to us with your name, your application reference if you have one, and what went wrong. You can also call us and we’ll make a note of your complaint.
What happens next: we’ll acknowledge your complaint within 3 working days and aim to give you a full response within 14 days. If we need longer, we’ll tell you why.
If you’re still not satisfied, tell us and a senior member of the team will review your complaint and our response.
Before using the complaints procedure
Often a quick call sorts things out. If your concern is about the progress of an application, call us first and we’ll check it with you.
What to include in your complaint
Tell us your name and contact details, your application reference if you have one, what went wrong and when, and what you’d like us to do to put it right. Include copies of any emails or documents that help explain the problem. The more detail you give, the faster we can look into it and respond.
Making a complaint never affects how we handle your application.
Complaints about personal information
If your complaint is about how we’ve handled your personal information, you can also contact the Information Commissioner’s Office at ico.org.uk. Our privacy policy explains how we use your information.