We want everything to be right and that you are happy. If something hasn’t quite gone to plan, let us know.

Our promise to you:

• We welcome the chance to put things right
• We promise to listen and to do our best to resolve with you
• Our customer care team will look after you, with a named Care Executive assigned to liaise with you until it is resolved
• We will acknowledge your concern immediately.
• We will investigate and aim to provide you with a full response within two working days. Where further investigation is required this may take a little longer and we will keep you updated throughout
• What we learn from concerns shared with us will be reviewed for our future ways of working