Introduction
We are committed to providing a range of reliable products and services.
Despite our best efforts, we know that, sometimes, things can go wrong.
When they do, we want to know so we can put them right.
We also want to know about those things you think we do well and any suggestions for how we can improve. Please let us know: we will pass your comments on to the right person.
Our policy is to try and resolve problems quickly. If you are unhappy, do please tell us, we will:
- Ensure that you will not be treated unfavourably if you use your right to complain or make suggestions;
- Reply to you quickly unless a delay is unavoidable. If there is a delay, we will contact you and let you know;
- Look carefully into your concerns and comments; and
- Apologise if we have made a mistake and try to put matters right.
Complain if:
- You are not satisfied with a service you are receiving;
- You are not receiving a service and you think you should be;
- You believe we have acted wrongly, unfairly or discourteously; or
- You are disputing a financial assessment. In this situation, please contact (Financial email) in the first instance.
What Happens Next?
In the first instance, we aim for immediate problem solving.
This involves Looking into your concerns and trying to resolve matters, where at all possible; and you receiving a reply to your complaint within 10 working days.
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