Introduction

We always try our best, but sometimes things can go wrong. If you contact us about a problem, we’ll do our best to put things right.

If you’re still unhappy, we want to hear from you.

If we made a mistake, we’ll apologise and may:

• Tell you what we’ll do to put things right and when this will happen.
• Explain why things went wrong.
• Tell you what we’ll do differently in future because you raised the issue.

This page gives a summary of our complaints procedure. For more detailed information, please read our full Complaints Policy which you can download below.