Stage 1: Making Your Initial Complaint
If you have a specific query, comment or suggestion regarding our service, you should contact the team who dealt with the matter. In most cases, we will be able to deal with concerns quickly, ‘on the spot’, by the first member of staff the customer deals with. This can save a great deal of time, distress and cost.
Where we have not been able to resolve your complaint with an early resolution, we will respond to you within 10 working days. If we respond to you by phone, we may send a follow-up email or letter with a summary of the conversation. If we cannot respond in 10 working days we will let you know that there is a delay and when you can expect a response.
If you have a serious complaint, or a case where we have previously corresponded with you, this may go directly to Stage 2.