Before submitting
Identify the matter, relevant person or organisation, dates and outcome you seek. Raise a provider service issue with that provider first where appropriate. EUBF explains when a matter falls outside its remit.
Set out the events in order and distinguish what you observed from what another person told you. Include the response already received and explain what remains unresolved. If your concern is that a formal decision was reached incorrectly, check the appeals procedure and its deadline before relying on a general complaint to address it.
The process
Receipt is acknowledged within five working days. We normally confirm scope and next steps within ten working days and aim to conclude within 30 working days after the necessary evidence is complete. Extensions are explained with a revised date.
Fair consideration
Relevant parties may respond to the allegations. Information is shared only as needed for fair handling. Complaints do not automatically result in a public adverse finding.
Outcome
You receive the conclusion and reasons that can appropriately be disclosed. An eligible formal decision may be appealed. This process does not remove other applicable rights.