Complaints

If we’ve done something wrong, or you think we can do better, let us know so we can fix it. Making a complaint is quick and easy. When dealing with complaints we:

  • take them seriously
  • respond rapidly
  • let you know how we'll fix the problem and when
  • are professional, courteous and keep you updated
  • deliver on promises with clear implications if we don't
  • take action to make sure that we don't fail again i the future

You can make a complaint or tell us about something we’ve done well in many ways. This includes by post, in person or by email. Anyone who has your consent can also make a complaint on your behalf.

When fixing a complaint, we use four principles:

we offer and deliver a remedy

The first thing we do is to offer a remedy. That means letting you know how and when we’ll deal with your complaint within two days of you letting us know there’s a problem.

recognise the impact

We are passionate about improving lives and take all of your feedback seriously. Where we don’t get things right or we could do better, we’ll recognise the impact that has on you.

provide reassurance

You can be assured that we listen to and act on your feedback. Not only that, but we actively encourage you to let us know what you think. That’s because helping you, helps us too.

and if appropriate, recompensate

Where appropriate, we will offer recompense that compensates you for any harm, cost or inconvenience. We’ll look at this on a case-by-case basis and consider all the evidence we have to see if it’s appropriate for you.