All complaints received by our customers are valuable because they provide an early warning of more fundamental problems in our service design and delivery however; they also provide a chance to put things right if there has been an error, and to make sure that the same mistakes are not repeated in the future.

 

Customers provide us with free advice and feedback on our service delivery providing a driving force for service improvement, which allows the customer to have input into continuous improvement of our organisation.  This can only happen if we have a system in place to ensure that complaints are thoroughly investigated and that the lessons are learnt.