We can normally decide whether we can review your complaint when we first read through your Complaint Form, though in some cases we may need to ask for more information. Sometimes we can look at some but not all of the issues raised in the complaint. If we decide that your complaint, or part of it, is not something we can look at under our Rules, we will write to you explaining why.

If you think we have made a mistake or misunderstood your complaint, you can ask us to reconsider our decision. You should write to us within 14 days of our decision not to look at some or all of your complaint. A different member of our staff will then reconsider your complaint and tell you and the provider the outcome. If we decide that we can look at your complaint, it is allocated to a case-handler.

Find more information about what we can and can't look at under our Rules.

related pages

Your options when your complaint is closed

What your options are when we have closed your complaint.

Our Rules

The Rules of our Scheme.

Guidance on the Rules

This Guidance Note explains what some of the terms we use in our Rules mean and how we apply our Rules.