Our positive and flexible approach to complaints is embedded throughout our organization

•  We believe that all expressions of dissatisfaction should be taken seriously and acted on appropriately.
•  We believe that complaints are gifts to be welcomed and not problems to be avoided. These gifts when opened can provide us with the opportunity to increase our customers’ trust and enable us to improve our services.
•  We are committed to dealing with complaints fairly, effectively and promptly.
•  We allocate dedicated resources, who are appropriately trained, to ensure that we resolve all complaints in the most professional and effective manner.

Our complaints service is open and accessible to all

•  We make available to our customers a range of different methods for making complaints e.g. emails, telephone, walk-in, feedback forms etc.
•  We ensure that information about our services are written in simple, customer-friendly and easy to understand language.
•  All our staff will take ownership of a complaint and either seek to resolve it or pass it on to the relevant person.

We deliver a quality complaints service

•  We have streamlined our complaints processes and service standards so that customers know what to expect upfront. We regularly review these so that they continue to meet our customers’ needs.
•  We keep the number of stages in our complaints process to a minimum and focus on resolving complaints at the first stage wherever possible.
•  Customers are kept fully informed about who is handling their complaint and what will happen next and by when.
•  Customers receive a decision that is objective and evidence-based and which addresses all the issues that have been raised.
•  Customers are informed of how they might escalate their complaint once our internal procedure is exhausted, if they feel the problem is not resolved.