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Concerns, Complaints and Compliments

We are committed to listening and learning from our customers and we take all complaints seriously. We will work with you to resolve your concerns and complaints efficiently and fairly.

How we will handle your complaint

Our complaints procedure has three stages, though you may not need all of them.

For more information, take a look at our:

Concerns

Our colleagues will focus on resolving these issues quickly, aiming for quick problem solving within three working days.

This can be done without the need for a formal investigation.

Stage one

These issues require investigation and include escalations from concerns. We will acknowledge your complaint within two working days and let you know the name of the lead officer handling your complaint. We aim to resolve and respond to your complaint within ten working days or agree an appropriate timescale with you.

Stage two

If you are unhappy with our stage one response you can appeal within 28 days. We will acknowledge your appeal within two working days and let you know the name of the senior manager dealing with your complaint. We aim to resolve and respond to your complaint within 20 working days or agree an appropriate timescale with you.

Compliments

We also want to know when we get things right. So when you tell us, we will record it as a compliment and use it to help us understand what customers value, as well as share it with our colleagues.

Who can I contact for support?

We will always try and resolve complaints to your satisfaction.

However, if you need extra support or advice during our complaints process, you can contact the following: