Complaints policy and procedure

News Articles and social media comments

7.1. Complaints raised through the media, including social media platforms such as Facebook and Twitter, will not be dealt with via our formal complaints process as a direct result of the social media post.

7.2. If a complaint is brought to our attention via a social media platform, we will usually reply to the post privately to ensure confidentiality and privacy, asking the complainant to formally lodge the complaint using their preferred channel where then the complaint will then be dealt with in line with this complaints policy.

7.3. In some circumstances we may be able to resolve an issue raised via social media, depending on the nature of the complaint or issue, but if the customer wishes the issue to be formally lodged as a complaint in line with this policy, they will be advised to do so online, by email or phone, or in person.