You can contact me by email (dprice@dpsa) or by phone (020 7353 9999) 

To help me to understand your complaint, and so that I do not miss anything, please tell me:

Your full name and contact details

What you think I have got wrong

What you hope to achieve as a result of your complaint, and

Your file reference number (if you have it)

If you require any help in making your complaint I will do my best to help you. 

How will I deal with your complaint? 

I will record your complaint centrally.

I will aim to write to you within 5 working days acknowledging your complaint, enclosing a copy of this policy.

I will investigate your complaint. This will usually involve:

Reviewing your complaint

Reviewing your file(s) and other relevant documents, and

I may also need to ask you for further information or documents. If so, we’ll ask you to provide the information within a specific period of time.

I may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. I will be happy to discuss the matter with you on the telephone.

I will update you on the progress of your complaint at appropriate times.

I will write to you at the end of the investigation to tell you what I have done and what I propose to do to resolve your complaint. I will aim to do this within 14 days of the date of my letter of acknowledgment.