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How we'll put things right

Our service standard for putting things right

We'll put things right. We never want to let you down, but if we do, we'll:


Say sorry and sort it out as soon as we can

We will say sorry and sort it out as soon as we can. We will always apologise if we get things wrong and follow our Complaints, Compliments and Suggestions policy to resolve dissatisfaction quickly.


Aim to fix things first time

We will resolve complaints as quickly as possible and will try to resolve them at first point of contact. Where we cannot do this, we will escalate complaints quickly through the complaints process.


Check you are happy with the outcome

We will ask you to complete a survey when we close a complaint.


Make it simple for you to complain or make suggestions

We will provide a variety of ways to enable you to make a complaint or suggestion, and this will include face to face, phone, text, email, MyAccount.


Resolve the majority of complaints in 10 days

We will investigate and resolve Stage 1 complaints in 10 days and Stage 2 complaints in 20 days.