How to make a complaint

If you are unhappy about Catalyst’s service – please say so:

• Call us
• Call into your local office
• Fill in our online form
• Download our complaints form (132KB)

If you complain in person or by telephone, we’ll complete a complaints form for you and send you a copy.

What kind of things does the complaints process cover?

Examples of poor service might include:

• being rude or unhelpful
• treating you unfairly
• taking too long to do something
• not doing something we said we would do

Complaints about your neighbours

If you have a complaint about your neighbours, please go to our anti-social behaviour page.

Reporting a repair

If you need to report a fault, such as a broken boiler, please call us or use our contact form

How do I make a formal complaint?

If you aren’t happy with how we respond to your complaint, you should make a formal complaint. You can do this by:

• filling in our contact form
• calling us
• writing to us
• filling in a form in your local office

What happens when I make a formal complaint?

We will carry out a formal investigation and give you an official response. We have a three stage process. Find out more about the formal complaints process. For more information, download our complaints leaflet:

Complaints leaflet

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