We are committed to
providing a high standard of service to all of our customers - we always
try to do the best we can with the resources we have available, but
sometimes mistakes may occur in spite of our best endeavours.
However, we aim to learn from those mistakes and the complaints
procedure is seen as a very important part of our continuous improvement
programme. We would like to know about any instances where our service has
not been satisfactory and you may rest assured that we are committed to
resolving any such problems as soon as possible.
The first step in dealing with a complaint is for you to
contact us by telephone in the first instance.
We would hope to be able to resolve most queries or complaints informally
at that stage.
In the unlikely event that the matter cannot be resolved then, or if
you otherwise remain dissatisfied, then we would ask you to send us
details utilising our Formal Complaints
Procedure. As set out in that procedure, we will aim to send a
response to you within five working days of receiving your complaint.