When you write to us
we aim to:



1. Pass your correspondence to the most appropriate person who will acknowledge receipt of your correspondence,

2. Give you a full reply with as much information as possible,

3. If the subject is complex, we will let you know when you will receive a full reply.



If things go wrong
we aim to:



1. offer an apology and an explanation if we do not meet a standard,

2. put things right as quickly as possible,

3. investigate the issue(s) and let you know the outcome,

4. tell you how to take the issue(s) further if you are still not satisfied.



You can help us by:



1. Giving us all the relevant information we need to assist you,

2. Letting us know if you have any special needs,

3. Telling us how we can improve our service

4. Asking us to explain anything you are unsure of.