Millfield is committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible and let us know the nature of your complaint. When contacting us with your complaint we will, wherever possible, take action to resolve the issue.

 

We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.

 

Complaint timescales

Within five working days of receiving your complaint we will either:

• Resolve your complaint immediately and respond, or:
• Provide you with the name or the title of the person assigned to resolving your complaint

 

Within eight weeks of receiving your complaint we will either:

• Issue a final response to your complaint, or:
• Provide you with an update on the progress of the investigation and give you a date when you will be contacted again, or:
• Tell you why we are not in a position to provide a final response and indicate when we expect to be able to provide you with an answer