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.
Stages of your complaint
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.
If you remain dissatisfied with our stage one response, you may request an escalation to stage two. We will acknowledge your request within five working days. The complaint officer who handled your stage one complaint will continue to be involved at stage two and will work alongside a colleague who was not involved in the initial investigation. This colleague will have the appropriate authority and independence to review and determine the stage two complaint impartially.
For more information, take a look at our Complaints & Compliments Policy for the wider business, including Reach & Respond.
Complaints and compliment policy
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.
Make a complaint or pay a compliment
Please make a complaint or pay a compliment by completing the form below, just fill in your details and a member of the team will be in touch.
Complaint and compliment form