Service Promise

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

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