You said, we did – Complaints December 2021

You said, we did – Complaints December 2021

Our customer experience team has been working hard over the past year to transform the way we deal with your complaints . Throughout 2022 we’ll be implementing some of those changes. Here is what we have done so far;

Clear communication from the start

This goes for internally as well as externally. When we look at your complaint we will ensure that the right person is assigned to your case and that the member of staff knows all the information before making contact with you.

Ensuring we know about your case

From your feedback, we understand how frustrating it can be when you have to repeat your complaint when speaking to different members of staff. We have implemented a system where staff will review all the information about your case before we communicate with you.

We want to work more flexibly to get to a resolution

We have procedures and policies in place for a reason, but that being said we want to ensure we can resolve your complaint to a satisfactory outcome and in a timely manner. We want to know that we are delivering the right level of service to those who need it most.

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