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If you feel you haven't received the service you expected from us, we want to know about it. By giving us your views on our services, you can help us to:

  • put things right if we have made mistakes
  • continually improve our services 
  • make sure we don't repeat mistakes

There are three steps to a complaint. You may not have to go through all of these, it will depend on how satisfied you are with our response at the end of each stage. Depending on the nature of your complaint, we may deal with it differently. If this is the case, we'll tell you straight away and tell you what you need to do. We report annually on our complaints performance.

Pick a service area to see common online services which may help resolve your issue, or to fill out a complaints form. Choosing the service area will make sure your complaint is sent to the right team.

By using one of the options above you're helping us free up our phone lines for urgent matters and for those who don't have access to a computer.

If you are unable to find an answer or would prefer to speak to someone you can call the contact centre on 0191 433 3000, open 8am to 5pm Monday to Friday.