Complaints Procedure

Complaints handling:

• We will handle complaints fairly, promptly and impartially.
• In dealing with complaints we will treat like situations alike and give careful consideration to whether an error might have affected a wider class of customers; and what should be done to remedy this.
• We will pay attention to the outcomes of complaints, which can serve as an important source of intelligence about the health of our business and systems.
• We will investigate the root causes of complaints and obtain feedback from customers who have experienced our complaints process in order to improve the level of service that we provide.
• We will measure the length of time taken to deal with a complaint, the outcome, and the way in which the outcome is communicated to the customer in order to ensure that we are treating our customers fairly. Treating Customers Fairly in our business:
• We encourage and welcome feedback from staff and customers on our services and procedures.
• Staff objectives include TCF as an explicit and measurable objective and performance against this objective will form part of staff competency ratings.
• All staff will complete refresher training and testing on an ad hoc basis. Before we contract with a third party, we will satisfy ourselves of their commitment to treating our customers fairly. In particular, we will consider their TCF policy and the management information that they can provide to demonstrate the fair treatment of our customers.
• Our complaints process will be clear and easy to understand.