It is our aim to provide a very high standard of service to every customer. If you are unhappy, for any reason, with the service we provide to you we would welcome your feedback and the opportunity to put things right. It is important to us that all complaints are resolved as quickly as possible to the complete satisfaction of our customers, and that we learn from any complaints to further improve the quality of our service.
What to do if you have a complaint
If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by telephone or in writing.
To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance discuss the situation with one of our team managers. It will help us to deal with your complaint quickly if you can provide the following information:
- your full name and address and a daytime contact telephone number.
- full details of your complaint.
- details of what you would like us to do to put things right.
All complaints can be sent to the following address:
PO Box 4336
We will try to resolve your complaint within three business days of receipt. If this is achieved we will write to you, by email or letter as appropriate, to confirm that your complaint has been resolved and to explain your next steps. If we are unable to resolve your complaint within this timescale we will acknowledge your complaint in writing within five working days and provide details of the person who will be dealing with your complaint.
We may ask you for further information to allow us to better understand your concerns. Once we have completed our investigation we will tell you our findings and, if appropriate, how we will put things right.
If we are unable to send a final response to your complaint within four weeks we will write to you or telephone you explaining why we have not yet resolved the complaint and indicating when we will contact you further. If your complaint is particularly complicated, we will keep you informed of the progress of our investigations.
If we are unable to provide a final response within eight weeks, we will confirm this in writing and provide a timescale within which you can expect a final response.