2 SUMMARY OF OUR APPROACH
- We will always handle complaints with honesty, communicate well and acknowledge the situation
- We will remain objective at all times
- At the end of any telephone call from you, as a complainant, we will always summarize the situation to confirm that that we have understood your complaint
- We will always aim to resolve complaints as quickly as possible
- We will take acknowledge all complaints within 14 days
- We will advise the complainant of the outcome of any investigation within 30 days
- We will investigate any complaint within three months of any incident
- We will ensure that complainants are aware of the procedure to refer the complaint to the FRSB and of the 2 months time period in which to contact them