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Comments and complaints

We work hard to deliver the best possible service and would love to hear from you when we're doing something well. We also know that mistakes and misunderstandings occur and, when things don't work out the way they should, we welcome your feedback to help us improve our services.

To make a comment or complaint you can:

  • print the form from our leaflet Making a complaint and post it to us at Raven House, 29 Linkfield Lane, Redhill RH1 1SS
  • email us at
  • call us on 0300 123 3399
  • speak to a member of staff
  • complete the electronic form below

We aim to investigate and resolve complaints quickly and, wherever possible, to your satisfaction. Often the best way to get something put right is to contact the member of staff responsible for dealing with the matter. If this does not solve the problem, or you wish to complain about the member of staff, the formal complaints procedure is available to you. For more information on the formal three stage complaints procedure, please read our leaflet Making a complaint.

Asking for information about you when making complaint
If you are making a complaint, we need to take some personal details from you. You can find out more about data protection here. We will use the information that you give to:

  • investigate the circumstance of your complaint
  • monitor our work

When investigating, we may need additional information from you to help us in our enquiry. The nature of this information will depend on your complaint.

Every six months we publish a summary of our most common complaints and the changes we've made as a result through our Complaint Learnings.

Customer comment or complaint form

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