The first thing we do is to offer a remedy. That means letting you know how and when we’ll deal with your complaint within two days of you letting us know there’s a problem.

If you are happy with the remedy, then we’ll get on with putting things right in a way that meets, or hopefully exceeds, your expectations.

You’ll have a single contact who will deal with your problem until we fix it or you escalate it. That means you won’t have to repeat your problem to lots of different people. We’ll progress your complaint rapidly and keep you up to date – ultimately leading to a new and better experience.