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Complaints process

Complaints

As an independent confidential reporting system we may receive complaints about any aspect of the way our services have been delivered. If you are not happy with any aspect of our service, then we would like to know so that we can put it right and reduce the chance of it happening again.

How do I complain?

To make a formal complaint, please contact us either by email or letter (general contact information is shown below).

When making a complaint please tell us:

  • Your full name, addresses (email and postal) and daytime telephone number
  • Details of your complaint and how you would like us to resolve the matter
  • Copies of any letters or information relating to your complaint

What happens next?

You will be notified once we have received the formal complaint and we will respond within 10 days. If there are complications, or further time is required for more extensive investigation, you will be contacted and informed of any delays.

If the complaint is upheld we will provide a full explanation of the circumstances and will take necessary action to resolve the matter.

What happens if I am not satisfied?

If your complaint cannot be resolved at the first opportunity we will acknowledge this and, where appropriate, discuss this with you to understand fully why you remain dissatisfied and what outcome is sought.

We will then carry out further investigation and will try to give you a response as quickly as possible but it may take up to 20 days – we will agree upon a revised timescale and keep you updated on progress throughout.

Following this process, if you are still not satisfied with the proposed resolution, the matter will be escalated to the Head of CIRAS who will review the entire investigation and pass final judgement.

Contacting CIRAS

You can contact us by email at enquiries@ciras.org.uk or sending a letter to Freepost CIRAS.