6. Complaints and Appeals

We will maintain a well publicised, accessible, transparent and simple to use system of dealing with complaints about the quality of service provided.

Our Customer Complaints Procedure, which also details how appeals can be made, is contained at Appendix 2 of this Action Plan.

Action ID



Deal with all complaints within the timeframes set in our complaints procedure


Publicise the Customer Complaint Procedure so that customers are aware of their right to complain