We will try to put a service failure right without asking you to make a formal complaint. If our failure has affected you, we will apologise where appropriate and agree a fair action with you. We will aim to agree the immediate action within 1 working day. If it takes longer to complete, we will explain why.
Complaints
We will listen to your complaint, investigate what happened, apologise where appropriate and explain what we will put right and learn. For a Stage 1 or Stage 2 complaint, we will confirm we have received it within 5 working days. We will respond to a Stage 1 complaint within 10 working days and a Stage 2 complaint within 20 working days.
