Service standards
Complaints procedure
A Part 1 claim can take months, and it matters that you can raise a problem and get a proper answer. This is how we handle complaints about our own service. It costs you nothing to use.
- Stage one
Tell us
Send us your complaint in writing with your name, the property, your claim reference if you have one, and what you would like us to put right. We acknowledge every complaint within three working days.
- Stage two
We investigate
A senior person not involved in the matter reviews the file and responds in writing within 28 days. If we need longer, we tell you why and give you a date.
- Stage three
Independent review
If you remain unhappy after our final response you can ask for the matter to be referred to independent redress. We will name the appropriate scheme for your case in that final response and provide the referral details.
How to raise a complaint
Use the contact form and begin your message with the word “Complaint” so it is routed straight to a senior reviewer rather than the claims queue.
Complaints about the authority, not us
If your complaint is about how an acquiring authority has handled your claim, that is a different route: the authority's own complaints procedure first, then the Local Government and Social Care Ombudsman for councils, or the relevant sector body for national bodies. Disputes over the amount of compensation itself are decided by the Upper Tribunal (Lands Chamber), not by a complaint. Tell us and we will explain which applies.