If you complain to us in writing (by post or email), we promise to acknowledge it promptly (always within 5 days), to tell you how long it will take to resolve the complaint. We will keep you informed while we resolve the complaint. In most cases we would aim to resolve the complaint within 5 days of receiving it.

By listening carefully to our customers and responding positively, we find that complaints are rare. When we do receive them, we always check back to make sure that our solution was acceptable and, where appropriate and possible, change our operating systems to prevent repetition of the cause for complaint.

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