First complain to the Agency or Business and go through their full complaints procedure. You must receive a final response from them before we can deal with your complaint.
If you have not given the Agency/Business the opportunity to respond to your complaint we will not accept your complaint for investigation.
If you are still not happy, you can then complain to us. If you complain to us before you complain to the Agency/Business, we will send your complaint to them for action. We will also advise you of the next steps to take if you do not receive an acceptable response.