Corporate Complaints, Compliments and Feedback Policy

This policy explains how we handle complaints, compliments and feedback from our customers. We support the policy with good practice guidance for staff together with detailed customer information and publicity materials.

We are committed to providing consistently high quality services, and although the majority of the time our services are provided to very high standards, occasionally things do go wrong.

We welcome feedback from our customers, and complaints are a valuable source of information to help us to:

• Improve the standard of services we deliver.
• Put things right when they have gone wrong.
• Learn from our mistakes.

The aim of this policy is to provide a fair, consistent and structured 2-stage process for our customers if they aren't satisifed with a service they have received. The policy will be widely publicised and accessible in a variety of formats.

We’ll focus on sorting out complaints as quickly as we can within the service involved. We’ll make sure our staff have the right skills to handle complaints properly, and we’ll use what we learn from complaints to help improve our services.

Complaints, compliments or comments

There are various ways you can get in touch to give us your feedback. We work hard to provide the best service for all our customers and we appreciate you taking the time to let us know what you think.

• Corporate Complaints, Compliments and Feedback Policy

• Policies, strategies and reviews
• How to make a complaint, compliment or comment

Contact Customer Feedback Team