Complaints policy

Published: 27 October 2023

Last updated: 27 October 2023

What countries does this apply to?

  • England
  • Scotland
  • Wales

This policy covers how we handle complaints about our standard of service and the behaviour of our staff in delivering that service.

We refer to these complaints as ‘service complaints’.

We are committed to providing a high quality service to everyone we deal with. To do this we need you to give us any comments about our service, and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.

We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

Courtesy and respect

You can expect to be treated with courtesy, respect and fairness at all times. We expect that you will also treat our staff dealing with your complaint with the same courtesy, respect and fairness

We will not tolerate threatening, abusive or unreasonable behaviour by any complainant. Such situations are rare, however, should they happen, we will cease communication with the complainant immediately in accordance with our unacceptable and unreasonable behaviour policy.

Reasonable adjustments

Our aim is to make our service complaints policy easy to use and accessible for everyone. We will take steps to make any reasonable adjustments needed to access this policy, or any requests to provide responses in other formats.

If you are unable to contact us in writing because of a disability and need a reasonable adjustment, please call us on: 0161 829 8100.

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