How we act on your feedback

Once we receive your comments, our customer service manager reviews them, and passes any that need action to the relevant manager. He or she also reports on your feedback to our new Customer Satisfaction Board.

This board, which is made up of our senior management team, considers the feedback and draws up plans to improve our services and facilities. Each plan has an executive sponsor who’s responsible for making sure it happens.

We take any complaints we receive seriously. We investigate the cause, and, if necessary, do what we can to remedy the problem.

Our customer service manager will let you know how we’ve acted on your feedback through Connections and this website.