Step 2: Reaching a resolution

Our aim is to resolve any complaint on the first contact. If your issue is going to require time to investigate before it can be resolved, we’ll escalate it to one of our complaints specialists who will make sure you receive regular updates. If you are raising a complaint via letter or email, a complaints specialist will always try to contact you by telephone before responding in writing, unless you specifically request otherwise. Depending on the detail in your complaint, we will either respond with a request for more information or a proposal of how we’d like to fix your problem.
If your complaint is regarding a person or company that is working on our behalf (e.g. a sales representative or engineer) then we may have to contact that person for information as part of our investigation. While we still hope to resolve your issue quickly, this may take up to 10 working days before we will be able to provide you with an update. The outcome of your complaint will typically include one or more of the following: An explanation of what went wrong An apology Taking action(s) to fix it Compensation (when appropriate) We may provide you with an award of compensation in certain circumstances, where this is in line with our policies or in our Sales and Marketing practices.