Applicant Complaints Policy

Although we may not be able to help everyone who applies to us, we are committed to providing a high-quality service to all our applicants.  

If something goes wrong, we need you to tell us about it. We will use the information you give us to help improve our service.  

What if I am not happy with your service? 

If you are not happy about any part of our service, please email us at [email protected] 

What will happen next? 

We will reply to your email to confirm that we have received it within 5 working days. 

We will look into your complaint. A Senior Grants Officer will review any evidence available and speak to members of staff if appropriate. 

We will aim to reply to your complaint within 10 working days. If this is not possible, we will send you an update. 

If you aren’t happy with our response to your complaint, let us know and ask for your complaint to be reviewed by the Head of Service Delivery. The Head of Service Delivery will review your complaint and respond to you directly.