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From listening to customers we know... 


You want complaints resolved quicker

So, we are introducing a new, simpler, two stage complaints process and aim to resolve the first stage within 10 working days and the second stage within 20 working days. We will let you know if we need a little longer to do this and agree any new timescales with you.


You want us to take ownership of complaints and work with our colleagues to get them resolved quickly 

So, we will apologise if we get it wrong and offer compensation where this is necessary. Our new dedicated Customer Complaint Advocate will work with our managers in resolving complaints quickly and professionally.


You want us to learn from complaints so that we don’t make the same mistakes again 

So, we will create action plans to help us improve as a result of complaints and publish these on our website.


You want us to listen and act on your feedback

So, we will continue to provide ways for you to provide feedback and hold us to account. Acting on your feedback and publishing what we’ve done as a result.


You want us to be open and honest about our performance

So, we will publish how we are performing against our new offer on our website and show what we’re doing to improve where needed. We will continue to involve customers in checking the quality of our services and monitoring the actions we take. And we will ask customers what information they want including in our annual report.


You want us to support you to get involved

So, we will continue to provide training and support for anyone who wants to get involved in our customer feedback groups.


To help us deliver this offer

Please get in touch and be involved! You can find out more about how you can get involved here.