Letting us know
You can visit one of our offices or contact us by phone, letter, email or here on our website. We always take your complaints seriously. We will help when you want to make a complaint and we will always try to resolve it as soon as you contact us. We will listen to what you need, make sure your complaint gets to the right person, and keep in touch with you while things are sorted out.
Remember you can call us on 0300 123 8080
When a complaint is received we will:
endeavour to resolve complaints at first point of contact, and if not immediately resolved, acknowledge your complaint within three working days
treat all complainants with respect and courtesy
investigate the issues raised and ensure we address all aspects of the complaint
aim to resolve complaints fairly and effectively at each stage of our process
respond to complaints in a positive, open and timely way. We will respond in full to all stages of a complaint within ten working days.
ensure complainants are satisfied with the way we have handled their complaint
learn from complaints, compliments and comments to improve our services.
Further information is available on in our complaints leaflet, click here