How we handle your complaint - what happens next
We telephone all our customers as part of resolving a complaint, unless you've told us you'd like to be contacted another way.
There are various stages in the complaints process.
Stage 0 – Get It Right Now
Most of the time, you simply want us to put things right and we focus on sorting out the problem quickly. If you complain, we try (where possible) to resolve it within two working days. We focus on sorting out the problem quickly, with no need for a written response. It may be possible to resolve your complaint immediately at the time you report it.
If the complaint requires a full investigation and response, we will respond at Stage 1 in writing.
Stage 1 (Investigation & Response)
The team responsible for the service you have complained about will investigate and aim to respond to you within 10 working days.
Stage 2 (Senior Manager Review)
We will arrange for a senior manager to review your complaint and we aim to respond to you within 10 working days.
Stage 3 (Independent Review)
We will arrange for a Complaint Review Panel or a Director to review the handling of your complaint at Stages 1 and 2. If you are still unhappy with the service and the responses you have been given, this is an opportunity for you to discuss the issues with someone who is independent from the service failure.
The purpose of a panel is to review that the decisions made were appropriate to the complaint case and that we followed our policies. You do not need to be present. If you prefer, you can ask someone else to attend in your place. Where possible, we will contact you within 10 working days to arrange a panel hearing, though we may recommend a review of your complaint by a Director if this promotes a faster resolution.
Find out about our complaints procedure and how to complain.
Find out how we aim to put things right.