Compliments and complaints

We aim to provide outstanding customer service, so we welcome all feedback, both good and bad. 

Your feedback helps us to understand what we’re doing well and where we can improve. It provides valuable insight into how we should shape our services and allows us to put things right where necessary.

Become a Customer Advocate

Our Customer Advocates represent our customers' point of view and help us to review and improve our services. Our self-service portal, myMoat, was co-designed with our Customer Advocates and is a great example of what we can achieve together.

As a Customer Advocate, you can volunteer for a range of activities, from surveys to inspections. We'll provide support and training, working flexibly around your commitments. Find out how you can make a difference here

Give a compliment

We’re passionate about our work and our purpose, and we hope this shows in everything we do. If you’ve received excellent service or felt that we went above and beyond, please let us know in one of the following ways. 

Make a complaint

Try as we might, we don’t always get things right, so we have a structured complaints process in place. It’s designed to ensure that we act fairly and responsibly to resolve any issues and it helps us to learn and do better in the future.

You can make a complaint if you are dissatisfied with our service, actions, employees or partners, and complaints should be raised within three months of the issue occurring. If you have negative feedback which does not require a response, please send this to feedback@moat.co.uk and we will consider it outside of our complaints process.

Download our full complaints policy for detailed information.

Who can complain?

Anyone who receives a service from us can make a complaint. Groups of customers may also make a joint complaint, but this should be done through a single named representative.

How do I complain?

Complaints can be made in any of the following ways: