We understand that sometimes things can go wrong. In this case we will do everything we can to make things right.
Complaints will be investigated by a person of sufficient competence who, wherever possible, was not directly involved in the matter which is the subject of the complaint.We will respond from the appropriate level within our organisation to resolve your complaint and where the complaint is upheld to offer redress.
We will acknowledge your complaint in writing by post or email within 5 days and respond to you fully within 21 days. If we require further time because we are still investigating the issues you have raised, we will inform you in writing by post or email of a date by when we expect to fully respond to you.
We reserve the right to decline a complaint that is made more than six months after the complainant became aware of the problem.
If you have any concerns about a service or product you have purchased from us, then please call us on 01204 263000 and ask to speak to a senior manager, who will speak with you to resolve the issues there and then. If this is not possible we will respond in writing as above.