Complaints Handling Procedure
Our aim is to handle your complaint fairly, consistently and quickly, in particular ensuring that we understand the nature of your concerns and the redress you are seeking.
How to contact us
- Post:
- Telephone:
- Email:
Acknowledging your complaint
Complaints may be made in writing, by email, by telephone or by any other method, in respect of a service that we have provided to you.
We will try to resolve your complaint immediately and, if you are satisfied with our action within three days, we will send you a summary of our communication with you confirming that the complaint has been settled satisfactorily.
If we are unable to satisfy your complaint within three days, we will send you a written or electronic acknowledgement of your complaint within five business days of original receipt, identifying the person who will be handling your complaint.
Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint and will have the authority to settle the complaint.
Timescales for response
Within eight weeks of receiving a complaint we will send you either:
- A final response which adequately addresses the complaint; or
-
A response which:
- Explains why we are still not in a position to make a final response;
- Gives reasons for the further delay; and
- Indicates when we expect to be able to provide a final response.
Redress
Where we decide that redress is appropriate, we will provide fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that you accept.
Appropriate redress will not always involve financial compensation.