If you complain by phone, we will try to resolve your complaint immediately. If this is not possible, we will take your details and contact you as soon as possible.
If you complain in writing, by letter, or email, we aim to respond within 20 working days. If it is not possible to give you a full reply within this time (for example, if your complaint requires more detailed investigation), we will tell you what is being done and when you can expect a full response.
We will acknowledge where things could have been done better, and tell you what will be done to avoid the same thing happening again. Equally, if we do not uphold your complaint, we will let you know why.
Your response will include details of what to do if you believe your complaint has not been dealt with properly. You should start by contacting us again, asking for your complaint to be passed on to a more senior member of staff.
If you remain unsatisfied, you can contact and complain to SSAIB. You can contact them by writing, by letter, or email. Their contact details are shown below:
7-11 Earsdon Road
Tyne & Wear
Telephone: 01912 963242