Complaints process

We aim to be transparent and productive in dealing with any complaints about services. Our aim is that all users of our services should be satisfied that they receive what they expect – or even better – and to pre-empt any dissatisfactions.

Each individual service has a named contact person, different from the lead person for the service. They will be the first point of contact for complaints.

The complaints procedure is:

• initial attempt to resolve problem between first level customer and provider
• if unsuccessful, refer to contact person for overall scheme/service
• if unresolved, refer to the QuEST Business Unit, in writing.

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Page updated on: March 4, 2010