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.