We want to ensure that all complaints are handled efficiently and effectively.
Within 48 hours of your complaint being received, we will provide written confirmation of the name and title of the person handling your complaint.
The person assigned to handle your complaint will always be someone of sufficient competence and authority who, if appropriate, was not involved in the original subject of the complaint.
Whilst we are investigating your complaint, we will provide you with regular updates on the progress and realistic timeframes for when you can expect a "Final Response".
Depending on the outcome and circumstances, we may then offer redress and/or take remedial action.