YOU SAID, WE DID – HOW WE’RE HANDLING COMPLAINTS FOLLOWING YOUR FEEDBACK
WHEN you raise a complaint, we want you to have confidence in the way we handle things.
We know you want to feel heard and understood – and for us to explain how we’re dealing with your issue.
That way, you’ll benefit from having a complaints experience you can trust, whatever the outcome may be.
We’ve been acting on your feedback to improve how we handle your complaints.
You told us:
· You want to know who’s managing your complaint and know your concerns won't be overlooked if that colleague is unavailable.
· Our communication needs to be more consistent when handling your complaint.
· We need to get better at keeping you updated.
· To explain outcomes clearly and provide fair solutions.
Every complaint provides valuable insight into where we can improve. Changes we've made are designed to make services easier to access, improve communication, reduce delays and deliver better outcomes for customers.
We’ve:
· Reinforced the importance of great communication and accurate record keeping with colleagues, so others can see where things stand if someone is unavailable.
· Completed training on compensation and remedies to support fairer and faster outcomes.
· Strengthened post-outcome contact so we can check whether any issues remain after the complaint response has been provided.
In 2025/26, we responded to all Stage One and Stage Two complaints within timescales, and we’ll continue to work to those standards while we strengthen our complaints service in the ways above.
You’ll experience clearer communication, more consistency and increased confidence that your complaints are being handled efficiently.