Complaints and Feedback

Complaints Procedure

Hawthorn is committed to providing high-quality customer service. We value complaints and use information from them to help us improve our services.

If something goes wrong or you are dissatisfied with our services, please tell us. This page describes our complaints procedure and how to make a complaint. It also tells you about our service standards and what you can expect from us.

What is a complaint?

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.

What can I complain about?

You can complain about things like:

  • delays in responding to your enquiries and requests
  • failure to provide a service
  • our standard of service
  • dissatisfaction with our policy
  • treatment by or attitude of a member of staff
  • our failure to follow proper procedure.

Please read the documents for download below, which explain the complaints procedure in more detail.

For further advice relating to Significant Performace Failures, please click here