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Complaints about TMO Staff

The TMO has high standards of Customer Care. If you feel a staff member has let you down in this respect, we want to hear from you.

All complaints about staff are formally logged and forwarded to the relevant manager. They are accepted by letter, email and on a complaints form. We are unable to accept complaints about staff over the telephone unless you are unable to write in English. When making a complaint you should outline who the complaint concerns, the nature of your complaint and any relevant dates. You will receive an acknowledgement letter within two working days. The manager will be requested to discuss the complaint with the employee within five working days and forward all notes to the Human Resources Department.

In cases of repeated ‘upheld complaints’ about a particular employee, the Customer Relations Team will forward all details directly to the Human Resources Department, who will arrange for a formal enquiry. You will receive a letter confirming this and may be contacted to provide details or evidence. In the case of more serious allegations a formal investigation will occur immediately.

Download a complaints form [PDF]

(Back to the Complaints Menu)

PDF Information

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