Code of Practice
This Code lets you know how to make a complaint to us, how we will seek to resolve it and how you can take your complaint to an independent adjudicator if you’re not happy with our resolution.
How to make a complaint
If you have a complaint please let us know as soon as possible, by one of the following contact methods:
How we resolve your complaint
Once we receive your complaint we will log it under a unique reference number.
We may be able to resolve your complaint immediately. If not, we’ll let you know how we propose to investigate your complaint and respond to you.
We aim to respond to you within 7 days of receiving your complaint. If it may take a little longer to find a resolution, we’ll let you know. We will respond by [calling you and/ or by SMS if we can’t reach you, so you can call us when convenient].
You should let us know within 28 days of receiving our proposed resolution whether or not you accept our resolution. If you do accept our resolution we will close your case. If you let us know that you are still not satisfied that your complaint has been dealt with to your satisfaction, you can escalate the matter (see section 4 below). If we don’t hear from you within 28 days from our response setting out the proposed resolution, we may consider that your complaint has been resolved to your satisfaction and close your case.
Your options if you don’t like our proposed resolution of your complaint
If you send us a complaint using this complaints procedure and we have offered a resolution that you are not satisfied with, you can ask us to review your complaint again including by a manager. We’ll take into account the feedback you have given us and confirm a final resolution.
If you are still not satisfied with our resolution we will send you a letter setting out our final resolution. We will send you this letter setting out our final resolution at any time we consider that we have not been able to reach a resolution of your complaint, or, if 8 weeks has passed since your original complaint was received by us and we have still not agreed a resolution.
You should take our letter setting out our final resolution to the Ombudsman Service if you want to raise your complaint with the Ombudsman. The Ombudsman is an independent, free of charge service. If they accept your complaint they will consider information from both of us in order to try to resolve your complaint.
You can contact the Ombudsman in the following ways:
Phone: 0330 440 1614
Post: Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU