Compliments and complaints
Our customers are at the heart of what we do. To enable us to deliver a great customer experience we welcome all your feedback, both positive and negative. This helps us to know when we get things right and also where we need to improve.
It’s great to hear when we have done well. This means we can make sure to keep doing it and share good practices across our team. We’ll also pass any compliments on to those employees that have given great service, so they know when they’re doing well.Your feedback
Dissatisfaction and complaints
We understand that sometimes things go wrong. As soon as we're aware that you feel dissatisfied with the level of service we’ve given, we'll contact you and take the necessary steps to put things right quickly.
If you think we haven’t managed your dissatisfaction well, you can ask to open a formal complaint. We’ll then acknowledge this in writing within three working days and take your complaint through our two-stage process. This is set out in detail in our Customer Dissatisfaction and Complaints Policy[pdf].
All formal complaints are handled by one team. They work closely with colleagues across the business to make sure we do everything necessary to investigate the issue in detail and keep you informed.
If you feel unhappy or want to raise a formal complaint, you can complete this form:Your feedback
Alternatively you can:
- call us on 0300 555 0500;
- email us at firstname.lastname@example.org;
- write to us at: Myriad House, 33 Springfield Lyons Approach, Chelmsford, CM2 5LB.