Our complaint process:
We are committed to great customer service. We think it’s best to deal with complaints straight away when we possibly can. If you have a concern, we ask that you tell the person that you’re dealing with. They will try to resolve it for you there and then, and will be able to provide information on advice and support if you need it.
If you are not happy with the response you receive at stage one, stage 2 complaints will be handled by a member of the Heads of Service Team. When technical knowledge is needed, a service manager will be asked to lead the investigation into the complaint, and this will be managed by a Head of Service.
You can find out more information about our processes at each stage in our self-help guides.
You can have a look at our Complaints Policy here.
Our Self-Help Guides might answer any questions you many have, check them out here.