Complaints handling procedure: easy read - January 2026

What you cannot complain about

There are some complaints that we cannot handle

These include:

• comments on government policy

• first-time requests for services

• requests for money for loss or damages

• things that are covered by appeal procedures or other complaints processes

• asking us to look again at complaints we have decided on

• decisions that have been made about Freedom of Information or Environmental Information requests

• court cases.

We will give you information and advice on other ways to solve your problem if we can.