Improving our complaints service
We want to improve the quality and speed with which we respond to complaints so we’re changing the process.
From 3 October, when you make a complaint about a repair we will:
- Refer your case to a case manager who is best placed to address and put right your concerns
- Give you a clear action plan with a deadline
- Ensure that responses are sent on time
- Ensure that you are better informed of the complaint procedure and understand our escalation processes
We believe that these changes will reduce the time taken to resolve your complaint, improve communication between us, and help us to monitor complaints better so we can anticipate issues.
Complaints received about other areas of our work will follow this process by the end of the year.
So how do I make a complaint?
45 Westminster Bridge Road
We will always try to resolve your complaint as quickly as possible and use your feedback to review and improve our services.