We want to give you the best service that we can and to ensure everyone is treated fairly and efficiently.
Sometimes things go wrong and customers don't get the service they expect or we fall short of the standards we've promised. When that happens, the way we manage, resolve and learn from complaints is key to helping us meet our objective of providing a great customer experience.
Our aim is to ensure that we take ownership of complaints at the first point of contact, that we do all we can to resolve the concern straight away with the customer so that it doesn't escalate to a formal complaint and that we learn from complaints as a way of improving the customer experience.
Complaints are important to us because they provide us with feedback from customers about the things that we don’t get right in our service delivery. It allows us to learn from the feedback and it can help us to improve the way we work and in turn the service that we offer to our customers. We have a customer service standard that says what you can expect from us. We also have a formal complaints policy and procedure.