Customer Feedback

We intend to provide products and services in line with customer needs. We are committed to providing a high standard of service to every customer, every time.

We do recognise that occasionally we may not live up to your expectations. So, if you would like to register a complaint or can suggest a way in which we could have served you better, please let us know. Your comments at such times are important to us. Not only do they allow us the opportunity to put things right for you, they also enhance and improve our services for everyone who uses them.

You can contact us by telephone, e-mail, letter or fax.

In the first instance it is usually better to contact your local customer service advisor by telephone to discuss your complaint. They will do their best to resolve the issue as quickly as possible.

Should further investigation or information be required then they will work with you to obtain all the relevant information required to progress your complaint.

To help us to investigate and resolve your complaint in the shortest time possible, it would be helpful if you could provide us with the following information wherever appropriate:

• Your requisition point
• Your requisition number
• Any relevant or related call reference log numbers
• A clear description of your issue or complaint
• Details of what you would like us to do to put it right
• Your contact details.

When dealing with your complaint we will:

• Acknowledge and log your complaint
• Deal with it promptly
• Seek to match our response to your needs and to your satisfaction
• Keep you informed at all times.

We aim to resolve all complaints as quickly as possible and to the complete satisfaction of our customers.

If you are not happy with the outcome of our initial response, with the time we took to respond, with the way we kept you informed, or with the manner in which you were dealt with you can write to the Head of Customer Support Services who will investigate your complaint and reply within five working days.