Your feedback is important to us, whether you have a complaint, a suggestion or a compliment. We value all feedback, because it helps us improve our services.
Did we exceed your expectations? Do you have a suggestion or an innovative idea? Did we get it wrong? We will do our best to put things right.
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We appreciate the time you take to offer us any compliments or suggestions.
A complaint is when you are dissatisfied with a standard of product or service; cost and delivery issues; accessibility; website / call centre; or any aspect of our service.
Your complaint will be acted on promptly. If there is an unreasonable delay in responding, it will be escalated to senior management. If we have got something wrong the cause will be found, and we will correct the problem, where possible.
We aim to respond by email, letter or telephone within one week. However, if the matter requires in-depth investigation you will be advised of progress and given an estimate of how long it will take.
You are entitled to be provided with an opportunity to be heard, to be treated fairly, and to be given reasons for the outcome. If you are dissatisfied with the outcome you can request that it be reviewed by senior management. We anticipate that this should take no longer than three weeks.