Reviewing our complaints process

We strive to deliver a really good service to our customers, but we know that sometimes things don’t always go right. When our customers get in touch with a complaint, we want to make sure they feel listened to understand the process and are clear of our commitment to investigate and provide a timely outcome.  

We constantly review our complaint handling process to learn and understand where and how we can make improvements.

In May 2023 we launched a new customer contact management system which tracks complaints from the first time you get in touch with us, and through each step to the final solution. By using this connected system, we have greater overview of a customer’s journey through our complaints process and the commitments we have made to put things right. These learning outcomes help to shape our continued training programmes. 

Building on our customer engagement and feedback, we're sending out a short customer survey to ask for some useful feedback from those customers who have been through our complaints process and had a final outcome.  The aim is to find out from our customers, how they feel their complaint has been handled and to listen to and share any recommendations they have from this experience. 

We’re also working with our involved customer groups to review the customer complaint letters and the accessibility of the service to ensure we’re meeting the needs of our customers.

We’ll share an update on this customer feedback and any further developments we make as part of our complaints process progress review.