What is an escalated complaint?

An escalated complaint is an extension of a complaint relating to the outcome of the initial complaint. The complaint is so complex or unusual that it requires intervention by an impartial senior functionary appointed to deal with escalated complaints, or the resolution of the initial complaint is not to the complainant’s satisfaction and is then been referred to the appropriate Regulator or Ombudsman scheme by the complainant.

If you have a complaint that you feel should be escalated, you can access those details here.