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 FormComplaints FormV3.3 Alternatively you can complete our online form.

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