| Service Issues |
"Whilst we aim to deliver an excellent service, we do welcome feedback in the event that you feel we have not met the high standards you expect. Issues and complaints are taken very seriously by our organisation and we have dedicated officers who take ownership of customer issues."Making a complaintPlease put your issue or complaint in writing and either post to the Customer Services Department or e-mail to This e-mail address is being protected from spambots. You need JavaScript enabled to view it listing all relevant details, to enable our staff to address each issue accordingly. What happens when we receive a complaint?The complaint will be logged on our system database and issued a complaint reference number. When will we contact you?You will be contacted by telephone by a Customer Service Representative to advise the complaint has been received and they will take ownership of your issue. A letter will also be sent to confirm receipt, detailing the unique the reference number and confirming that an investigation is underway. What happens next?After internal review a letter will be sent within seven working days advising of progress. This will include timescales for next contact and anticipated resolution. What to do if you are still not happyIf you are still not happy with the outcome of your complaint, you have the option to progress this with Otelo, an Ombudsman service that our Company subscribes to: Otelo, PO Box 730, Warrington, WA4 6WU Their email address is: This e-mail address is being protected from spambots. You need JavaScript enabled to view it Their phone number is: 0845 050 1614 |