As we value all our customers feedback, and we want to ensure we are doing things right by you, we have a complaints procedure in place. It provides a documented approach on how we handle complaints and ensures a consistent approach is taken to each issue raised.
It allows us to monitor the smooth running of the process when dealing with the issues raised and provide internal feedback when needed for training and quality issues.
WHAT CAN YOU EXPECT?
We will deal with your issue fairly, thoroughly and precisely. We aim for issues not to arise however from time to time mistakes can be made. If this happens you will be entitled to one or a mixture of the following:
- An apology.
- A detailed explanation of our findings.
- Details of any actions we have taken to put things right for you.
HOW DO I GET IN TOUCH TO MAKE A COMPLAINT?
Address: F.A.O Customer Relations Manager, Tranquillity House, Harbour Walk, Hartlepool, TS24 0UX
HOW TO MAKE A COMPLAINT?
You can make a complaint in writing, by email or via our webform. If you are writing or emailing us, please provide the best telephone number for us to contact you on. If you do not wish to be contacted by telephone, please let us know how you wish to be contacted.
WHAT WILL HAPPEN NEXT?
We will confirm your complaint has been received within 3 working days and provide you with a unique reference number, this is what you will quote to us when dealing with your issue. Once we have acknowledged receipt of your complaint, we will carry out an in-depth investigation within 10 working days and we will contact you once this is complete. In some cases, the issue may take longer to investigate and resolve and if so, we will be in touch with you. Once resolved we will provide you with an outcome and we will then close the complaint. If we do not receive any response from you, your complaint will automatically be closed after 28 days.
…AND IF I’M STILL NOT HAPPY?
If you are unhappy with the resolution of the complaint you can appeal. You have 28 days from the date of your closure letter to appeal in writing and this will be reviewed internally. We will then contact you with the outcome.
MAKE A COMPLAINT
Fill out our complaint form: