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.
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.
So, we will create action plans to help us improve as a result of complaints and publish these on our website.
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.
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.
So, we will continue to provide training and support for anyone who wants to get involved in our customer feedback groups.
Please get in touch and be involved! You can find out more about how you can get involved here.