If your complaint is suitable, we'll write to you and offer you the option of mediation.
Mediation is a private process which gives you and the other party the opportunity to meet together with an independent third party so you can decide how to sort out the complaint.
Find out more about mediation in our short video, below.
To switch on automatic captions, hover anywhere on the video and click CC.
Find out more about mediation including to view our mediation leaflet, click here.