Official Complaints Procedure
We aim to provide a high standard of service at all times, delivered in a polite, efficient and fair manner. However, we recognise that occasionally things can go wrong. Where this happens, we will always do our best to resolve the matter promptly and fairly.
If you feel that something has gone wrong, we encourage you to let us know as soon as possible so that we have the opportunity to put matters right.
We take all complaints about our service very seriously and will endeavour to investigate and respond to them promptly. To ensure we have all the relevant information needed to investigate your complaint thoroughly, we operate a clear, step-by-step complaints procedure.
Following this procedure helps us to review your complaint efficiently and work towards a mutually satisfactory resolution.
Please note: this official complaints procedure applies where we have already attempted to resolve your concerns, but you feel that the matter has not been resolved to your satisfaction and you wish to escalate it further.