We are committed to providing a high standard of service to all of our customers - we always try to do the best we can with the resources we have available, but sometimes mistakes may occur in spite of our best endeavours.

However, we aim to learn from those mistakes and the complaints procedure is seen as a very important part of our continuous improvement programme. We would like to know about any instances where our service has not been satisfactory and you may rest assured that we are committed to resolving any such problems as soon as possible.

First Step

The first step in dealing with a complaint is for you to contact us by telephone in the first instance. We would hope to be able to resolve most queries or complaints informally at that stage.

Next Steps

In the unlikely event that the matter cannot be resolved then, or if you otherwise remain dissatisfied, then we would ask you to send precise written details to us. This should be sent to us at the usual contact details by recorded delivery or any other means that provide proof of delivery.

For obvious reasons, we cannot take into consideration any information claimed to have been provided to you by third parties (for example the Fire Brigade, health & safety inspectors or our competitors) unless that information is formally provided to you in writing and a full unaltered copy sent to us.

We will aim to send a response to you within five working days of receiving your complaint. Where applicable, the response will normally detail any further information or assistance we may require and inform you of the next steps.