We want to hear from you. We'll listen to your feedback, ideas, issues and complaints, and will respond with action.
1. Treat you with Respect
- Being readily accessible means we'll: - return phone calls/responding to emails directed to Customer Resolutions - follow up outstanding issues
- Respect the privacy of customers' personal information
2. Resolve issues efficiently
- Encouraging all customers to give us their feedback.
- Acknowledging all complaints within 24 hours.
- Responding to complaints within 5 working days.
- Apologising where we get it wrong.
3. Be simple & transparent
- Simplifying fees and charges and making them easier to understand.
- Simplifying our products, policies, and processes and to improve our service to you.
If we don't meet any of the above, please tell us: