Complaints Process

Our Complaints Handling Procedure is designed to help us resolve any customer dissatisfaction quickly and as close to the point of service delivery as possible. It is based on a two stage approach.

Stage 1- Frontline Resolution
Stage 2- Investigation
  • For issues that are straightforward and easily              resolved, requiring little or no investigation 
  • Stage 1 complaints should take no longer than 5         working days to resolve 
  • ‘On –the-spot’ apology or explanation of why the         issue occurred and what we will do to stop  it happening again.
  • For issues that have not been resolved at the          frontline or that are complex, serious or  ‘high risk’.
  • A definitive response provided within 20 working      days following a thorough investigation of the points raised.

You can get a copy of our customer complaint procedure by following this link. Complaint Procedure

A copy of the Complaints Form to print out, fill in, and return can be found by following this link.  Complaints Form Alternatively you can complete our online form.

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