The first step is to talk to ourselves, if we do not know about the problem we are unable to rectify it.

Usually, the best person to speak with will be the member of staff who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right. If they are not available, or you would prefer to speak with someone else, then ask to speak with their Supervisor or Manager.

We will always try to resolve the problem in the first instance if we can. If we are unable to do this, or the complaint comes to light after the event, then we will take a record of your complaint and arrange the best way and time for getting back to you. This will normally be within five working days or we will make some other arrangement acceptable to you.