Make a Complaint
Find the procedure for customers to make a complaint if you have an issue.
Making Your Complaint
It is always our intention to deliver a high standard of service. However, you may feel there are times when our service does not meet these standards.
If you feel that we have not performed to your satisfaction, we are happy to investigate the matter.
To make a customer complaint please contact our Customer Team via email@example.com.
To help us resolve your complaint quickly, please give us as much information as you can. Our customer team will make every effort to resolve the matter as soon as possible. If a resolution has not been reached, the complaint will be referred to the Head of the Customers & Connections team.
When we receive your complaint we will do the following:
- Write to you within five working days to acknowledge we have received your complaint.
- Deal with your complaint as quickly as we can. If we are unable to resolve your complaint within two weeks of receiving it, we will write to tell you the progress we have made and when we aim to send you a full response.
- If we cannot resolve or settle your complaint within four weeks of receiving it, we will write to you and explain why. We will tell you when we expect to be able to do so, if at all.
To help detail your complaint, you can use the form below and send it to firstname.lastname@example.org.
If you are not satisfied with our action or explanation at any stage, you can ask to refer your complaint to the Head of the Customers & Connections team.
Please go to our Contacts page for information requests including:
- Data Protection
- Access to Information Acts or Regulations