3
take this as conrmation you’re satised with the resolution and we’ll write to
you again to let you know we’re closing your complaint.
If you don’t feel your complaint’s been resolved:
When we get your complaint, we’ll aim to resolve it to your complete
satisfaction. If you don’t feel this has been done, you can ask to escalate the
issue to a manager. If you call in, a manager may be available to talk to you
immediately or they may call you back at a time that suits you. If the manager
has to call you back, please let us know which daytime and evening contact
numbers work best for you. The manager may get back to you in writing as
well. If, after discussing your case with a manager, you still feel we’ve not
dealt with your complaint appropriately, please ask for your complaint to be
reviewed by a Senior Manager.
Just so you know, if your complaint is referred to our specialist Resolutions
department, it means your case is being reviewed by a Case Manager at rst
point of contact. If you still feel dissatised, your complaint will be reviewed by
a Senior Manager.
If, after following the process above, you’re still not happy with the outcome of
your complaint, you can refer it to independent adjudication.
4. Independent adjudication
If we haven’t reached an agreed settlement within 8 weeks of receiving
your complaint, or we agree in writing before the 8 weeks are up that the
dispute should be settled by independent adjudication, we’ll send you a
letter or email conrming that you have the right to refer your complaint
for independent consideration through Alternative Dispute Resolution. This
service is absolutely free of charge.
Here’s the contact details of the two adjudication
drop you a text with our telephone number so you can ring us back when
you’re free during our opening hours.
If we can’t reach you to let you know about our proposed resolution, we’ll
email you instead, or if we haven’t been able to clear Data Protection we’ll
write to your home address. Your case will remain open for 28 days so you’ll
have enough time to review and consider our proposal. If you’re happy with
the resolution, please let us know so we can close your case down.
If we don’t hear from you within the 28 days from the date of the letter, we’ll
take this as conrmation you’re satised with the resolution and we’ll write to
you again to let you know we’re closing your complaint.
3. Resolving a complaint
We always look into every complaint and actively work to resolve things to
your satisfaction.
We’ll let you know as soon as we think we have a resolution. This could be on
the original call, if we can sort things out there and then, or if we can’t, we’ll be
back in touch to let you know.
We’ll try to contact you by your preferred method rst. If this is by telephone,
please let us know the best numbers to reach you on. If we miss you, we’ll
drop you a text with our telephone number so you can ring us back when
you’re free during our opening hours.
If we can’t reach you to let you know about our proposed resolution, we’ll
email you instead, or if we haven’t been able to clear Data Protection we’ll
write to your home address. Your case will remain open for 28 days so you’ll
have enough time to review and consider our proposal. If you’re happy with
the resolution, please let us know so we can close your case down.
If we don’t hear from you within the 28 days from the date of the letter, we’ll