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Customer Complaints

Your guide to dealing with the process


We receive a small number of genuine customer complaints, however we believe that those we do receive deserve to be managed effectively. Primarily, of course, so that we can address an individual customer’s concerns but also so that we can learn from the experience, improve our internal structure, processes, training, and service in order to share best practice throughout our business.

By recording all complaints within our Customer Care department, we are able to review and analyise the extent, type and nature of all complaints.  This allows us to measure and monitor the business so that across the board improvements can be made to further improve our product and level of service to our customers.
We trust this effectively guides you through the customer complaints process