Improvements to our complaints service


We aim to provide a great service to our customers but know that we don’t always get it right. Any complaints we receive give us an opportunity to listen and learn from our mistakes to improve the services we provide to you.

We recently held a series of ‘learning circles’ to look at our complaints handling process and see how we can do things better. These sessions provided opportunities to share your feedback and discuss ideas for improvement and stopping some issues happening. The feedback from these sessions will be worked into action plans and provide key solutions we can take forward as part of our work to ensure you have the best service from us.

We have also been reviewing outcomes from customer complaints to see what we can learn and how we can change the way we communicate with you when you see the need to raise a complaint. We found the best service and outcomes were in cases where we communicated well throughout the complaint process.

We know that keeping our promises to you when we resolve your complaint is really important. That’s why we have changed our processes and how we track complaints to use a more efficient and visible system. This allows us to capture the promises and actions we have said we will do and monitor them throughout to make sure they are actioned. The new system also gives us better insight and opportunities to learn, which we can share with our teams and customers. Our teams are also taking part in a new complaints training programme to ensure we are all providing you with the best service if you need to raise a complaint.

You can find out more about our complaints process on our dedicated complaints webpage – and if you do have a complaint to make or have not found our complaints process has been helpful in resolving your complaint, we’d like to hear from you.

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