Complaints Procedure

Our complaints policy

We are committed to delivering world-class services to the highest standard. We are ambitious and dedicated, constantly re-evaluating and improving our customers’ experience.

Should you have any tips for us on how to improve, we would love to hear from you!

Similarly, should something go wrong in your experience with us, we would like to hear about this too. Your opinion is important to us and we want to give you a voice which could help us shape the future of our company, as well as give us an opportunity to improve things, however big or small your suggestions might be.

If you would like to give us your feedback:

Please email us on [email protected] with your comment. We will acknowledge your email and forward your comment to the relevant Team Leader and our Business Manager, depending on which area of the business your comment relates to.

 

If you have a complaint

Contact our Customer Care Team 

Please email them at [email protected], providing as much detail as you can. Let them know what the problem is, and how you’d like them to put things right.

They will acknowledge your email (this is usually within three days of receipt although during busy times may be longer).

They will then investigate your complaint. This may mean that they will ask you to provide more information, depending on your type of submission. This should take no longer than 14 days from the date they receive all relevant information, after which they will respond to you with a resolution.

If you’re still not happy, you can take your complaint to the Executive Committee 

If you’re not happy with the response you get from the Customer Care team – or they don’t get back to you – you can ask for the Executive Committee to get involved. 

You can do this by filling out the Executive Committee Complaint Form and sending it to  [email protected]

You need to get in touch with them within 28 days of receiving the Customer Care Team’s final decision.

The Executive Committee will look into your complaint 

Once the Executive Committee has checked that your complaint is something they can help with (e.g. you’ve already contacted Customer Care or it’s definitely a matter related to our company), they’ll start to investigate your complaint.

When they look into your complaint they will:

  • carefully consider the facts of your complaint and ask you for any further information they require;
  • ask the Customer Care team and any relevant staff member for their factual account of events;
  • return to you for further information if necessary;
  • weigh up the facts fairly and impartially in order to reach a fair decision;

They’ll let you know what they think

Once they’ve got all the information they need, they’ll let you know what they think. If they think there’s just been a misunderstanding, they’ll explain why. But if they decide you’ve been treated unfairly, they’ll make sure that we put things right. The Executive Committee is able to resolve most complaints this way. 

If you reject their decision, your complaint cannot be taken any further within the company, as this is the highest level of the complaints procedure. The Executive Committee’s decision is therefore final. However, most complaints are resolved to the satisfaction of all parties at this stage.