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Helpful guidance for writing your complaint
When you make a complaint to us, it is important that we understand what happened and how it affected you. The most effective complaints are usually written in clear, straightforward language rather than using complex or highly formal wording.
To help us address your concerns, try to focus on your own experience, what happened, and the impact it had on you. Keeping your complaint clear and relevant helps us understand the key issues and respond as quickly and effectively as possible.
If a complaint is particularly long, repetitive, or contains information that is not relevant to the issues being raised, we may summarise the content and focus our investigation on the main points. This can sometimes occur when complaints have been drafted using AI tools. Focusing on the key issues helps ensure that the matters most important to you are properly considered.
