When we receive a concern or complaint, we will consider it following our internal complaints process:
- We will consider your concern or complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your concern or complaint.
- We aim to resolve complaints within 10 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.
- We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so.
- Complaints deemed of immediate concern or requiring swift action will be escalated quickly up the internal complaints process. You will be notified of this and to all steps we intend to make.
- No confidential information will be shared unless with your prior consent or unless it is deemed you maybe in immediate danger or at risk.
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