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Compliments and complaints
We always pass your compliments and thanks on to our team. It's good to know we’ve met your expectations. Plus, direct feedback is how we learn best, what matters to you most.
But if there's something you’re not happy with, please let us know.
The last thing we want is for you to be upset by anything connected with our services. That’s why a formal complaint helps us both.
A formal complaint makes sure we can handle things promptly. If something needs putting right, then our whole team needs to learn from your feedback – not just one or two people.
After you contact us, this is what we’ll do:
- We'll let you know we've received the details.
- Within 7 working days we'll send you a letter that includes the name of someone in our senior team who'll be your main point of contact throughout.
- We'll investigate the details of your complaint thoroughly.
Everything will be documented carefully. We’ll also try to find a solution within 28 days or sooner – we don't want a complaint to be a concern for you any longer than necessary.
What we'll try to do, is to reach an outcome that’s fair and, if possible, one that meets your expectations.
As soon as we reach a conclusion, we’ll write to you again. We’ll set out the details, explain what we've learned, and let you know what any next steps will be.