Cookies information uses cookies to make the site simpler. Find out more about the cookies we use.

Policy Complaints procedure

Show all parts of this policy

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