How we will try to put things right
Once we’ve understood the problem, we will try to put things right.
If we’re at fault, we will:
- Provide a sincere apology.
- Explain clearly what happened and put things right as quickly as we can.
- Learn from your complaint to stop it happening again.
If we have cost you money
If we’ve made an error that cost you money, we will occasionally consider claims for the costs, losses or expenses, as long as you can show evidence.
In exceptional circumstances, we may offer compensation. We'll use our complaints compensation framework to work out how much you'll get.
Unfortunately, we cannot compensate for the time spent pursuing a complaint.
Complaints about Staff Members
If you complain about the conduct of a staff member, our primary focus will be on improving our service, not assigning individual blame. We take corporate responsibility and will learn from our mistakes.
We will carefully review what happened to identify any necessary changes in training, support, processes, or guidance that will stop it happening again and ensure our service standards are met across the organisation.
If there is evidence of wrongdoing, we'll take this extremely seriously. We'll initiate a formal investigation in line with our internal Human Resources policies and procedures.
We won’t be able to share the outcome of any internal investigation with whoever made the complaint. This is to comply with data protection legislation. Our response will focus on the findings related to the complaint and the steps we will take to put things right and improve.