Corporate Complaints and Compliments Policy - Remedies - how we put things right

If we find that something has gone wrong, we will acknowledge it. It is important that we know and learn when our practice or services fall short of the high standards we expect. The appropriate remedy will reflect the impact on a customer as a result of any fault we identify.

In order to put things right, we can:

• apologise
• provide an explanation
• take action if there has been a delay
• reconsider a decision
• provide a financial remedy
• change policies or practice