Thankyou for all your feedback on the draft complaints leaflet and ideas of how to improve things.

We welcome complaints from customers because they are an invaluable tool to help us continuously review and improve services and how we interact with our customers. To support people to make complaints we asked you to help us create a clear leaflet that explained how to make a complaint.

You told us the draft leaflet:

• Clarity Issues: Customers unclear that the process for handling problems is the complaints process.
• Confusion Around Steps: Difficulty understanding steps and stages, especially Stage 1 schematic and investigation period.
• Timescales Lack Credibility: Perceived as inaccurate and not followed, reducing trust.
• Accessibility Concerns: Colour choices and layout may hinder readability for visually impaired customers.
• Perception of Ineffectiveness: Skepticism about whether the leaflet translates into real action.

Recommendations

• Simplify language and remove technical jargon (e.g., Stage 1 schematic).
• Ensure timescales are realistic, clearly defined, and consistently met.
• Improve accessibility: use high-contrast colours and larger fonts.
• Add clear accountability statements and escalation paths.
• Regularly review leaflet effectiveness and update based on feedback.

Here is the revised complaints leaflet created with you.

Customers can make complaints via our online portal, My Account, an online complaints form, the Customer Experience Centre, letter and email or to a member of staff. Please visit the Citizen Complaints page for more information.