This document details our overarching policy on dealing with
complaints we receive from our customers. We support the policy
with good practice guidance for staff together with detailed
customer information and publicity materials.
We are committed to providing consistently high quality
services, and although the majority of the time our services are
provided to very high standards, occasionally things do go
We welcome feedback from our customers, and complaints are a
valuable source of information to help us to:
- Improve the standard of services we deliver.
- Put things right when they have gone wrong.
- Learn from our mistakes.
The aim of this policy is to provide a fair, consistent and
structured 3 stage process for our customers if they are
dissatisfied with a service they have received. The policy will be
widely publicised and accessible in a variety of formats.
Emphasis will be placed on resolving complaints as quickly as
possible by the service concerned. We'll ensure our staff are
equipped to deal with complaints efficiently and effectively, and
lessons learnt from complaint investigations will be used to
directly inform service improvements.
Complaints, compliments or comments
There are various ways you can get in touch to give us your feedback. We work hard to provide the best
service for all our customers and we appreciate you taking the time
to let us know what you think.