Stage 1. Local Resolution
To make a complaint, contact us using one of the three methods below
We will acknowledge your written complaint within three working days and start to investigate upon hearing from you.
Our aim is to provide you with a comprehensive response, including an explanation, apology [if necessary] and appropriate actions, usually within 30 working days. If the investigation requires more time, we will keep you informed through regular communication. For complex complaints we will provide progress reports to keep you informed.
We may suggest meeting you to discuss your concerns and work towards a resolution.