First step: Fill out our Online Complaints Team Form and give us the opportunity to put it right. What we’ll do: Rest assured we’re committed to resolving your complaint. We’ll keep in touch with you until it’s finalized. What we’ll do: We’ll carry out a review of all the actions we’ve taken and all correspondence between us. We’ll keep you informed through to resolution.
Second step: In the unlikely event that we’ve been unable to resolve your complaint or you’re unhappy you can ask for your complaint to be referred to our Executive Complaints Team and request that they contact you by phone or letter. Alternatively you can: email: email@example.com or write to: Executive Complaints Team, PO Box 2241 Hutchinson, Ks. 67504-2241
Third step: If you’ve followed steps 1 and 2 and remain unhappy or we haven’t been able to resolve your complaint, the Executive Complaints Team will refer your complaint to our Head of Customer Relations for review. Finally Our Head of Customer Relations will review all the actions we’ve taken and all contact between us. You’ll then receive a Final Response letter explaining our final position.
Making a complaint When you call or write to us, one of our Customer Service advisers will manage your enquiry and they’ll do all they can to resolve your issue straight away.
Our service to you We want to ensure that all our customers are treated fairly and receive a resolution that meets their needs.
Our commitment to you We’ll always do our best to resolve your complaint within 10 working days. If it takes longer than this we’ll tell you the likely timescale and keep you informed of our progress throughout. When complete, our response will always include an explanation, details of what we’ve done to put things right and, if appropriate, an apology.
We know sometimes things can go wrong and we take complaints very seriously, so if you aren't happy with your experience, here are your options. We will always do our best to put things right.