We want to hear from you!
We really value our customers’ feedback and we would love to hear from you!
Let us know about a recent experience with ourselves, did we meet your expectations? On the other hand, do you have any suggestions or ideas to improve your experience with us? Please do tell us via completing the form on the Contact Us webpage.
Please include your ticket number if this relates to a Service Desk query, so we can easily link your feedback and do let us know if we can contact you directly to find out more.
If you feel your experience warrants further investigation, here is guidance on how to submit a complaint and how we would receive and manage it.
Complaints Process
We seek to maintain and enhance our reputation by providing our customers and stakeholders with an excellent service. We value your feedback even if it is a complaint, as this help us to improve the quality of service we provide to our customers.
We are determined to be consistent, fair and impartial when handling any complaint. We are committed to being responsive to the needs and concerns of our customers by resolving any complaints as quickly as possible.
Our objectives
- Customers are aware of our complaints process
- Customers understand our complaints process
- Complaints will be investigated impartially with a balanced view of all information.
- Complaints will be considered on merit, taking into account the circumstances and the needs of the customer
When to tell us about your complaint?
If you are not satisfied with the way we’re doing something or you think we’ve got something wrong please tell us as soon as possible so we can try to put things right. Your feedback will help us continually improve the service we offer to you and all of our customers.
Complaints may be made about the standard of service we have provided, how we have performed, how we operate or the way in which we have reached a decision. We aim to resolve complaints promptly and may contact you to ask for more information to support seeking a response or resolution.
We aim to resolve all complaints first time. However, if you are not satisfied with our response, you can ask for a review by an Executive Team member.
When to tell us about your complaint?
If you are not satisfied with the way we’re doing something or you think we’ve got something wrong please tell us as soon as possible so we can try to put things right. Your feedback will help us continually improve the service we offer to you and all of our customers.
Complaints may be made about the standard of service we have provided, how we have performed, how we operate or the way in which we have reached a decision. We aim to resolve complaints promptly and may contact you to ask for more information to support seeking a response or resolution.
We aim to resolve all complaints first time. However, if you are not satisfied with our response, you can ask for a review by the Senior Management Team.
What do you need to tell us?
Please give us as much information as you can to help us understand and investigate your complaint.
Please outline:
- When did it happen? (this might include any Service Desk tickets)
- Who did you deal with?
- How you would like us to resolve the matter?
- How you would like us to contact you? e.g. via email, telephone or postal address
What will we do?
We will try to resolve any complaint quickly and explain what we have done and why. Here is what to expect when you make a complaint to us and the timelines involved.
Within 1 Working Day | We will acknowledge your complaint. |
Within 5 Working Days | We will investigate and contact you with our response |
Unhappy with the response | If you think our response is unsatisfactory, please do let us know via any of our contact channels.
We will get back to you within 2 working days. |
Taking it further | Our Senior Management Team care about your issue.
If you are still unhappy with the response, you can email them directly. They will do everything they can to put things right. However, if you are still not satisfied we can refer this to the Executive Team Member for a further review. |