We put our customers first. Our staff work together to provide
consistently high standards of service.
If you would like to make a formal complaint about our service or
want to appeal about a decision we have taken, you need to follow
our complaints procedure.
We will not consider complaints that we think are not reasonable or
serious.
Stage one
You must send your complaint to the Customer Relations and
Communications Department. They will:
- Make sure that your complaint is investigated by the
manager in charge of the service you are complaining
about
- Send you a letter within three working days, to tell you
that your complaint has been put on our complaints'
register.
You should receive a full written response, within 10 working
days, from the manager who is investigating your complaint. The
manager may also contact you to ask you for more information.
Stage two
If you are not satisfied with the manager's decision, you must
contact the Customer Relations Manager, or a member of the Customer
Relations and Communications team. Explain that you are not
satisfied and why, and that you would like your complaint to go to
stage two.
At stage two, your complaint will be passed to a director or the
head of the service you are complaining about. The director or head
of service will look into the problem and, within 10 working days
of receiving it, tell you what has been decided. If necessary you
may be asked to attend a meeting to talk discuss your
complaint.
Stage 3
If you are not happy with the director's or head of service's
decision, you can tell us you want to take your complaint to the
appeal's committee. The committee is made up of members of our
Board of Management. They are independent of our staff and have a
variety of professional skills and knowledge.
We will send you full details of how to do this, if your complaint
reaches stage three. We will ask you to go to a hearing. You may
bring a colleague or friend with you to support you in your appeal.
However as this is not a legal procedure, you cannot bring a
solicitor or legal representative with you, as we will not have a
solicitor or legal representative at the hearing.
The timescales given for replies at the three stages of the
complaints procedure are targets, and not fixed deadlines.
Sometimes for a number of reasons, we may not be able to meet those
targets. If this is the case, we will write to you to let you know
the reason for the delay, and to give you a new
date.