Complaints policy and procedure

Aims and Objectives

2.1. This policy aims to ensure that our customers can easily provide feedback about their experience.

2.2. We will aim to resolve customer concerns at the first point of contact, where possible, but where we cannot achieve this, we will ensure complaints are addressed and responded to in a timely manner.

2.3. We will learn from complaints and make improvement to services and ensure we regularly monitor the effectiveness of the complaints process