Make a complaint online
Customer Feedback Survey
From January 2023, we will be asking people who make a complaint to us to take part in a customer feedback survey. We will use the feedback to help us improve our services.
To make a complaint, you'll need to follow the steps below.
We recommend you read How to make a complaint before contacting us. You'll find important information about each of these steps.
You’ll also need to make sure that we can handle your complaint.
Step 1. Contact the agency
Before you make a complaint to us, you will usually need to contact the agency first and make a complaint directly to them.
Step 2. Find out who can handle your complaint
Step 3. Prepare your complaint
If you have complained to the agency and are not satisfied with their response, you can make a complaint to us. To find out how to prepare your complaint, see How to make a complaint.
Step 4. Make your complaint online
When you're ready, you can start your complaint. It takes about 15 minutes.
Step 5. We assess your complaint
We review the information you give us and decide what action to take.
- You can't save the form and come back later: make sure you have prepared your complaint in advance and have any supporting documents ready to attach.
- Once submitted, we'll send you a confirmation email with a copy of your complaint.
- If you need help, see Get help making a complaint.