Before you raise a complaint, you should report a problem to us to give us an opportunity to put things right.
Following this, when you raise a complaint, you can expect us to:
- deal with you honestly, fairly and politely
- take your complaint seriously and listen to you
- provide updates about what is happening with your complaint
- take action to improve if something has gone wrong
- respond within our agreed timescales, see how we deal with complaints
- use plain English and provide clear explanation
- if something goes wrong, we’ll try to fix it and return things to how they were.
We want to resolve complaints as quickly as possible in the easiest way for you. Where this isn’t possible, we will give you detailed reasoning why. Here is a summary of the kinds of things you may wish to contact us about: