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 the 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 its status with you.