Our members are our priority and we put your needs at the heart of everything we do. We aim to always provide you with outstanding service, but we recognise that there may be times where you feel these high standards have not been met.
If this is the case you should contact the individual or department who provided the service and they will be able to deal with your complaint. We always welcome feedback from our members as it provides us with an opportunity to improve the quality of service we offer you.
We hope that you will be able to resolve the issue directly with the individual or department concerned and will never need to make a formal complaint about the service we offer you. However in the unlikely event that you are unhappy with our initial response to your issue, you may choose to make your complaint in a more formal manner.
To help us resolve your issue as quickly as possible, when making a formal complaint please provide the following information in writing (either by email or post):
- Your name and membership number
- Your telephone number in case we need to contact you quickly to clarify the information supplied or ask for additional information
- The details of your complaint
- What we have done so far to resolve the issue
- Why you are not satisfied with what we have done
- How you would like to see the issue resolved
We will acknowledge your complaint within two working days and aim to respond to you within 10 working days. If it takes longer than 10 days to resolve your issue we will always contact you to let you know why and give you a revised date when we will respond to you.