Thank you for contacting us! We take your concern seriously and we will be in touch with you within two working days to advise of the next steps.
Once we receive your concern or complaint it will enter one of two stages, details of which are explained below. Our complaints process is intended to provide a quick, simple and streamlined procedure with a strong focus on early resolution.
- Stage 1 – Frontline early resolution seeks to resolve straightforward complaints swiftly and effectively at the point at which the complaint is made, or as close to that point as possible. We aim to provide a resolution within five working days.
- Stage 2 – Complaint Investigation is appropriate where a complainant is dissatisfied with the outcome of frontline resolution, or where frontline resolution is not possible or appropriate due to the complexity or seriousness of the case. We aim to provide a resolution within thirty working days.
These stages are explained in more detail within our complaints policy.
