How we handle things if your not happy
We aim to provide a high standard of service to all of our customers. However, there may be occasions when something goes wrong that leaves you disappointed or dissatisfied.
If you are unhappy with any aspect of our service, we would like to know.
We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.
How we will handle your complaint
We will try to resolve your complaint immediately and with the minimum of inconvenience to you. The person you contact initially will discuss your complaint and identify with you what we can do to put it right. The more information you can provide, the quicker we can try to resolve your grievance.
Sometimes we will not be able to solve the problem for you straightaway. In such a case we will send an acknowledgement of your complaint in writing within five working days. If your complaint is particularly complex, it may take longer to resolve in which case you will receive a letter giving our reasons for the delay and an indication of when we expect to provide a resolution