We are committed to providing a high standard of service. However, we do recognise that on occasions problems may arise and we may fall short of your expectations or the service levels to which we aspire. The following explains what you need to do if you are in any way dissatisfied with our service and wish to make a complaint.
We welcome comments on our service. Not only do they help us work to improve our individual service to you, but they also assist the enhancement of our products and services in general, making life easier for all our clients.
Complaints made by e-mail
You may e-mail a complaint to us at firstname.lastname@example.org If you send us a complaint by e-mail this will be passed on to the relevant business area for investigation. They will respond to you by return e-mail, by telephone or, when it is necessary to ensure privacy or to enclose copies of other documents, by post.
Information you need to provide
To help us investigate and resolve the your complaint as quickly as possible, please provide the following information: Your name and address A clear description of your concern or complaint Details of what you would like us to do to resolve the complaint Copies of any relevant documents A daytime telephone number and/or address where we can contact you.
How we will handle your complaint
We will try to resolve your complaint as quickly as possible. The first step is for us to be clear on the nature of your complaint, and to identify with you what we can do to resolve the issue. The more information you can give us the better. If we are unable to resolve your complaint by the following working day, and if we have not already contacted you to agree our proposal for resolving it, we will promptly acknowledge any complaint we receive confirm who will handle your complaint, and how you can contact them (on occasion, to ensure that the most appropriate person reviews your complaint, this may not be the person to whom you complained initially) If your complaint is particularly complex in nature, we will seek to keep you informed of the progress we are making as our investigations continue. We will aim to resolve your complaint within a maximum of 4 weeks. However, if we are unable to do so, we will send you a written update and will let you know by when we expect to have resolved it. When we have resolved your complaint, we will write to you with details of the actions we are proposing, or have taken.
If you are still not satisfied...
We aim to resolve all complaints as quickly as possible, and to the complete satisfaction of our clients. If, for whatever reason, you are not satisfied with our response or the handling of your complaint, you should contact the person or department who handled it. They will agree with you an appropriate way forward.