Complaints procedure
We strive to provide a consistently high level of service, which exceeds the expectations of our stakeholders.
If you feel that our service has not met your expectations or if you are unhappy with any aspect of our service at Entrust, please let the staff member you have been working with know. If you feel uncomfortable raising the issue with them, you can contact our Investigations and Assurance Officer via email at helpline@entrust.org.uk or by phone at 01926 488 300.
Entrust is dedicated to resolving your concerns promptly. We will provide detailed explanations for our actions and outline what we have done to address your concerns.
If you remain dissatisfied and wish to file a formal complaint, please contact us. We will acknowledge your complaint within two working days and provide a full reply within ten working days. If a full response is not possible within this timeframe, we will explain why and let you know when you can expect a complete reply.
If you are still unhappy with our response or the service you received, you should refer your complaint to Entrust's Chief Executive, Kate Shaw.
For serious concerns about the LCF or Entrust, please refer to our Whistle Blowing Procedure, which you can find on the right side of this page.
We strive to continually improve our service quality and better meet your needs. Your feedback and suggestions.are always welcome.