+44 751 400 3000
We take concerns seriously
and aim to put things right
If you are unhappy with any part of our service, we want to hear from you. Raising a complaint gives us the opportunity to understand what has happened, review the situation carefully and respond in a fair, respectful and professional way.
Complaint contact details
Solihull, England, B91 3DL
How to make a complaint
We aim to make the complaints process clear and easy to follow. The steps below explain how concerns can be raised and how we will approach the review.
Tell us what happened
Contact us by email or through your preferred complaint channel and explain your concern as clearly as possible.
We review the details
We will look at the information provided, consider any relevant records and review the issue fairly.
We respond clearly
Our aim is to provide a clear response that explains our findings and any action we believe is appropriate.
We learn and improve
Complaints help us improve the way we communicate, manage services and strengthen standards over time.
Help us understand your concern
To help us review your complaint properly, please include as much relevant information as possible. This may include your name, contact details, the property or service involved, key dates, what happened and the outcome you would like us to consider.
The more clearly the issue is explained, the easier it is for us to understand the concern and provide a fair response.
Fair, respectful and professional
We aim to approach complaints carefully and without defensiveness. Our goal is to understand the issue, review it properly and respond in a way that is respectful, clear and proportionate.
Where improvements are needed, we want to recognise that and take meaningful steps to strengthen the quality of our service.
Response standards
We aim to acknowledge and review complaints as promptly as possible. Timescales may vary depending on the nature and complexity of the issue, but we will always aim to communicate clearly about the process and next steps.
Clear communication
We aim to keep the process understandable and straightforward.
Fair review
We consider the circumstances carefully before responding.
Professional tone
We aim to handle concerns respectfully at every stage.
Service improvement
Complaints can help strengthen standards and improve outcomes.
We want concerns to be raised, heard and handled properly
If something has gone wrong, please contact us so we can review the matter carefully and respond in a fair and constructive way.
