|Step 1 – tell us what’s wrong
Email or call us with the details of your complaint. Email: email@example.com
Phone: 0330 100 3336
(Mon to Fri, 9am-5pm)
|What we’ll do to put it right
Our complaints team, together with the team responsible for the area you’re complaining about, will look at your complaint.
|Step 2 – we’ll keep you up to date||What we’ll do to put it right
We’ll acknowledge your complaint within two days. Every ten working days after that, or before, we’ll give you an update.
|Step 3 – we’ll give you a detailed response||What we’ll do to put it right
We’ll give you a response that explains your complaint in detail and the steps we’ll take – or have taken – to put it right.
|Step 4 – we’ll give you a final response and close your complaint||What we’ll do
We’ll give you a final response that goes through your complaint in detail and addresses all the points you’ve raised, along with the actions we’ve taken to resolve your complaint.