Complaints can be made by post, by email, by telephone, by fax and in person. Please see our contacts page for more details.
All complaints are treated with the seriousness that they warrant and dealt with appropriately.
Upon receipt, the level of seriousness is determined and appropriate investigation/enquiry instigated.
The complaint is logged into a database, an internal case number allocated and all actions relating to the complaint are recorded in the database until the file is complete and the complainant has been satisfied. Our policy is to respond to the complainant in writing within 7 working days. In the majority of cases this will be a single conclusive letter; however, where an investigation is likely to take a longer period to resolve, an initial acknowledgement letter is sent with a promise to follow this up with a further letter once the matter has been concluded. The term “in writing” is defined as communication by either letter post or email.
Internal investigation is followed by any corrective action that may be required including staff disciplinary procedures if necessary and staff records updated accordingly by the HR Department.
We aim to conclude all matters within a period of 28 days, unless there are specific long term issues involved such as service revision requirements.
Each case file is retained in the Customer Service Department for a period of 4 years and then destroyed in accordance with standard confidential waste destruction and disposal procedures.