2. Our guiding principles
We will:
- put the customer at the heart of the process, showing empathy and understanding for the issues they raise
- treat all complaints seriously with an honest and open mind and do everything we can to deal with them efficiently and effectively
- be open minded and flexible in our approach while operating within our process
- say sorry if we have made a mistake, or something has gone wrong, and we will put it right as soon as possible
- aim to resolve complaints at the earliest opportunity
- make sure our responses will be open and honest, based on the evidence available, address all elements of the complaint, and provide clear explanations for decisions made
- ensure our procedure is equally accessible irrespective of age, disability, gender, sexual orientation, race, religion or belief
- provide effective support, guidance and advice about advocacy, conciliation or mediation services
- use complaints information in a positive way to identify training requirements, improve processes, and share learning to prevent similar occurrences in the future