Complaints and compliments

ISHA wants to know when you are not happy with its service and how you think we could improve. We welcome any comments, compliments and complaints. Where we have offered a poor service, we will tell you what we will do to put things right, and when we will do it.

ISHA's complaints policy

• Download our complaints policy (pdf, 383kb)

How can I complain?

We want to make it as easy as possible for you to complaint. You can:

• fill in the online complaints form
• call us on 0300 131 7300, choose option 3
• email: complaints@isha.co.uk
• fax us on 0207 704 7304
• write to the Complaints Team,102 Blackstock Road, London, N4 2DR
• visit our office
• print and fill out our complaints form (pdf, 937kb)

If your complaint cannot be resolved straight away, ISHA will:

• give your complaint to the correct case handler
• acknowledge your complaint within five working days of receiving it
• reply to you about your complaint within 10 working days of receiving it.

How we will deal with your complaint

If this is the first time you have contacted us about something that has gone wrong, we will try to resolve at the first point of contact. If we can't resolve it straight away, we will assign it to a complaint handler and give it a reference number. The complaint handler will keep in contact with you until all your complaint has been solved. This will be used for reporting and analysis which help drive service improvements.

Compensation

When you make a complaint, any compensation you qualify for will be sent to you automatically and confirmed in our response to you.

Compliments

If you're happy with the service provided by ISHA or a contractor employed on our behalf, email compliments@isha.co.uk to let us know. We'll pass your feedback to the relevant teams and let colleagues know where they've done a good job.