Complaints

Customer complaints policy

1. We take all customer complaints seriously. We will deal with them fairly, promptly, efficiently and, we hope, to your satisfaction.
2. We will apologise to you if you make a complaint and we will remain courteous at all times.
3. We will acknowledge your complaint and we will listen carefully to what you have to say.
4. We may take written notes about the complaint as our aim is to resolve all complaints fully and systematically.
5. Once you have finished giving us details of your complaint, we will briefly repeat the problem to you to ensure that we have understood it correctly.
6. We will offer you a fair solution as quickly as possible, which we will be happy to discuss with you if you remain dissatisfied.