When things go wrong…
Regrettably, things do sometimes go wrong, however, we understand how important it is that when these incidents do occur, we respond in an efficient and timely manner. If you do become dissatisfied with any of our services, please tell us so that we can take the opportunity to try and put things right.
Following receipt of a complaint, it may be necessary for us to contact you to clarify your concerns. Once your complaint is clear, we will confirm the timeframe within which you should expect to receive a response and an investigation will be undertaken by the relevant business area.
Our Complaints Policy fully describes this process. It also tells you about our service standards, what you can expect from us and the process to follow if you are unhappy with our decision or the way that we have dealt with your complaint.
You can make a complaint in any of the following ways: