Your relationship with us
When you contact us – we will
- Aim to resolve your issues at the first point of contact. If we can’t, we will provide you with a clear timescale.
- Respond to emails within 3 working days.
If you need to make a complaint – we will
- Have a clear complaints policy and process available on our website.
- Make our complaints policy, process and timescales very clear, such as responding to stage 1 complaints within 10 days.
- Explain how to escalate your complaint if you’re not happy.
Overall, we promise to always…
- Be respectful.
- Communicate in a clear, simple and easy-to-understand way.
- Provide lots of ways for you to get in touch with us and give us feedback.
- Cater for different customer needs.
- Make sure we’re inclusive and accessible.
