Customer service


Why complain or compliment?

Complaints and compliments are a way for you to have your say and to help us improve our service delivery. At all times we offer on-time customer focused services to all of our customers and clients. However, we realise that sometimes we fail to meet our own high expectations. When this happens, we really appreciate your feedback as this gives us the opportunity to try and put things right and improve. Our charter is to treat all complaints and compliments seriously and our complaints and compliments procedure is a way for you to have your say.

What will we do to put things right?

We will always try to deal with your complaint on the spot. Where this is not possible, we will acknowledge your complaint within 3 working days. We will send you a final response within 21 calendar days (unless your complaint requires further investigation). When investigating complaints, if it shows that we are at fault, we will look at the most suitable way of putting things right to meet your satisfaction.

What can I do if I am not satisfied?

One of our senior team members in the Customer Relations Team will investigate further how your complaint was handled and whether the final response was justified.

How do I provide feedback?

Please click on the link shown below