You have the right to complain:
if you have been refused a service; or
if you are unhappy about the service you receive.
If you want to complain:
Step 1
Tell the manager of the service, or call the customer relations team on 020 8583 3333
Step 2
Explain what you are unhappy about and what you would like to happen to put it right
Step 3
We will contact you within two working days to talk about your complaint.
Step 4
You will receive a written response to your complaint in 10 to 20 working days.
If you are not satisfied with the response call the customer relations manager on 020 8583 3333.